Returns & Refund Policy

1. Personalised & Made-to-Order Products

Most products sold on our website are produced specifically for your order using the details you provide during checkout.

This includes personalised names, dates, locations, uploaded images, custom wording, colours, and other made-to-order options.

Because these products are custom-made, we do not accept returns or exchanges for:

• Change of mind
• Incorrect size, colour, product, or design selected
• Customer-entered spelling or personalisation mistakes
• Incorrect names, dates, locations, photos, or custom text submitted by the customer
• Incorrect information approved or submitted during checkout

Customers are responsible for carefully reviewing all personalisation details before placing an order.

2. When We May Replace or Refund

We may provide a replacement or refund if:

• Your item arrives damaged during shipping
• The wrong item was received
• A manufacturing defect is present
• A misprint or verified production issue is present
• Your order is confirmed lost in transit

In many situations we may offer a replacement first. Refunds may be issued where appropriate after review.

3. Reporting an Issue

If there is a problem with your order, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please include:

• Your order number
• A description of the issue
• Clear photos of the product
• Clear photos of the packaging where applicable
• Any relevant tracking or delivery information

Claims submitted without supporting photos may take longer to review.

4. Claim Timeframes

We recommend reporting issues within 48 hours of delivery where possible.

Claims should generally be submitted within the following timeframes:

• Shipping damage: within 7 days of delivery
• Manufacturing defects, misprints, or incorrect items: within 30 days of delivery
• Lost parcels: within 30 days of the estimated delivery date

Reports made outside these timeframes may be more difficult to review or may not qualify for a replacement or refund.

5. Contact Us Before Returning Any Item

Please contact us before returning any item. Unauthorised returns may not be accepted.

In some cases, a return may not be required before a replacement or refund decision is made.

If a return is required, we will provide instructions after reviewing the issue. Items sent back without prior approval may not be processed.

6. Order Changes & Cancellations

Because personalised products often enter production quickly, changes or cancellations may not be possible after an order is placed.

If you need help with an order, please contact us as soon as possible and we will do our best to assist.

We cannot guarantee that changes can be made once an order has been submitted or production has started.

7. Refund Processing

Approved refunds are issued to the original payment method used during checkout.

Depending on your payment provider or bank, refunds may take approximately 5–10 business days to appear.

Original delivery costs, where applicable, may not be refundable unless required by law or unless the issue was caused by an eligible production or fulfilment error.

8. Missing or Delivered Parcels

If tracking shows your parcel as delivered but you cannot locate it, please check with neighbours, household members, reception desks, safe places, mail rooms, and the delivery carrier directly.

If a parcel is confirmed lost in transit, we will review the issue and help with the next steps where applicable.

9. UK Consumer Rights

Nothing in this Policy affects your statutory rights under applicable UK consumer protection laws, including the Consumer Rights Act 2015.

Under the Consumer Contracts Regulations 2013, cancellation rights generally do not apply to personalised or made-to-order products once production has begun.

10. Non-Returnable Situations

Refunds or replacements are generally not available for:

• Incorrect personalisation details submitted by the customer
• Spelling mistakes, wrong names, wrong dates, wrong locations, or incorrect custom text submitted by the customer
• Incorrect size, colour, product, or design selections made during checkout
• Change-of-mind purchases
• Minor colour differences caused by monitor, screen, or device settings
• Minor placement or production variations that are normal for made-to-order items
• Normal wear and tear after delivery
• Damage caused after delivery

Contact Information

If you need help with an order or would like to contact support regarding a return, replacement, or refund request, please contact us through our contact page.

Please contact support before attempting to return any item. We provide customer support by email for accuracy and record-keeping.