Please read our returns policy carefully before placing your order.
Bespoke & Personalised Items
All of our products are custom-made to order. As such, we are unable to accept returns or offer refunds for non-faulty items where the product has been correctly made to the specifications provided.
Production may begin shortly after your order has been placed or confirmed, and therefore we cannot guarantee changes or cancellations once an order has been submitted.
Under the Consumer Contracts Regulations 2013, personalised and made-to-order items are exempt from the standard 14-day cancellation right.
We kindly ask customers to carefully review all sizes, colours, spelling, names, dates, and personalisation details before placing an order.
We are unable to accept responsibility for customer spelling mistakes, grammatical errors, design choices, low-resolution images, or other customisation details that were provided or approved at the time of ordering. Refunds, replacements, or returns will not be offered in these cases unless the item is faulty or incorrect due to our error.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or incorrect, we are here to help.
Please contact us within 7 days of receiving your order so we can review the issue and arrange a suitable resolution.
To help us assess your request, please include:
- Your full name
- Order number
- A brief description of the issue
- Clear photographs showing the fault or incorrect item
Items must be returned in their original condition where possible, including packaging and tags.
Please do not return items without contacting us first, as unauthorised returns may not be accepted.
Returning Your Item
Once your return is approved, we will provide full return instructions.
We recommend using a tracked or signed-for delivery service, as we cannot be held responsible for items lost in transit.
Return postage costs are the responsibility of the customer. Original shipping charges are non-refundable unless the item is confirmed to be faulty, damaged, or incorrect.
Quality Assessment
All returned items are carefully inspected upon receipt to confirm the nature of the fault or issue reported.
Refunds
Once your return has been received and inspected, we will notify you of the outcome as soon as possible.
Approved refunds will be issued to your original payment method, including PayPal where applicable. Please note that payment providers and banks may take several working days to process the refund.
Non-Returnable Items
Unfortunately, we are unable to accept returns or offer refunds on:
- Sale or clearance items
- Gift cards
- Correctly supplied personalised or bespoke products
- Orders containing customer provided or approved spelling, wording, image, or design errors
Need Assistance?
If you have any questions regarding returns, you may find the answer in our FAQ page.
If you still need assistance, we’ll be happy to help. Please contact us via our contact form and we will respond as quickly as possible.
For full details of your rights, responsibilities, and terms of purchase, please also see our Terms & Conditions.