Refund policy
Refund & Returns Policy
Personalised Items
As all of our products are made to order and personalised specifically for each customer, we are unable to accept returns or offer refunds for unwanted items, change of mind, incorrect colour choices, spelling errors supplied by the customer, or any other reason unrelated to a fault with the product.
Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day cancellation period that applies to many online purchases.
Faulty or Incorrect Items.
If your order arrives damaged, faulty, or differs from the details you provided, please contact us within 24 hours of delivery, providing clear photographs and a description of the issue.
Where an item is confirmed to be faulty, not as described, or has been produced incorrectly by us, we will, in accordance with your statutory rights under the Consumer Rights Act 2015, offer an appropriate remedy. This may include a repair or replacement depending on the circumstances.
Customer Approval
Customers are responsible for carefully checking all names, dates, spellings, wording, and design details before placing an order or approving any proofs where provided.
We cannot accept responsibility for errors that have been approved or submitted by the customer.
Exceptional Returns
Although we are under no obligation to do so, we reserve the right, entirely at our discretion, to authorise a return or refund as a gesture of goodwill in exceptional circumstances.
Where we agree to accept a return that is not required under your statutory rights, this does not create an ongoing obligation or precedent for future orders.
Any goodwill return must be authorised by us in writing before the item is sent back.
Condition of Returned Goods
Where a return has been authorised, the item must be returned:
in the same condition in which it was received;
unused and unaltered;
complete with all original packaging and accessories where applicable; and
packaged securely to prevent damage during transit.
If an item is returned in a condition different from that in which it was supplied, or shows signs of use, damage, alteration, or missing components, we reserve the right to refuse the refund or make an appropriate deduction to reflect any loss in value where permitted by law.
Return Postage & Refund Deductions
For authorised returns a deduction of £4.50 will be made from the refund to cover our original standard postage costs.
A QR code will be generated and sent to customers via email, you will simply need to show your local post office they will then be able to scan the QR code and stick the label on the parcel, and it will be on its way back to us.
furthermore, please retain your receipt as proof.
Contact Us
If you believe there is an issue with your order, please contact us as soon as possible with your order number and photographs where applicable. We aim to resolve all issues fairly and in accordance with UK consumer law.
Please note we do not offer refunds on items this is especially with any hand drawn items that our customers may order, or any items that require personalisation, these items also cannot be returned.
In the rare cases that items/orders do not arrive on time then a refund MAY/MAY NOT be issued depending on the circumstances, if refund is not issued then you are more than welcome to exchange for another item.
sale/clearance items cannot be returned
Wedding orders
Please note that we take a 50% deposit from all customers for wedding orders to secure your slot within this time of deposit being taken we order materials that are needed for this order and so a request for refund may not always be successful because of this, orders cannot be cancelled after 3 weeks of deposit being paid this is because we may have already started on your order and declined other business due to your slot being secured, please note in the rare cases that your order is not recieved on time we will rectify it with replacements.