Refund policy

 

Refund policy

Please note if order has been shipped then you are ineligible to cancel your order/ask for a refund (this is because each item is individually hand made) please make sure that you carefully read dispatch information underneath each product, if you are unsure if you will get your product in time then please email us and our team of professionals will advise on what’s best

Sale items cannot be returned or exchanged 

If items arrive damage or faulty, you will either be issued a refund or a replacement please note this is subject to our discretion, if accepted for a refund you will have to return the purchased items to us in the same manner/packaging you received the items in, please make sure that the return is done within a 2 week time period, if we do not receive the returned items within 2 weeks, your request for a refund will be nullified, upon return we will inspect the products, if the product doesn’t meet the criteria enlisted above we have the right to not issue a refund although we will work with you to find alternate solutions.You must contact us within a 2 week period of receiving your order, if your not able to do so your request for a refund will be nullified. please note if you do send items back to us, you will either be asked to send items via Royal Mail yourself in which you will have to pay the postage fee or postage fee will be deducted from your refund, if you choose for us to provide you with a label. 

 

we would recommend posting off items using tracked Royal Mail service, so it is clear when items has been posted, delivered for a swift solution, we regret to inform you that if we do not receive the items ie ( they may not be delivered/deemed lost) then you will be ineligible for a refund, and you may only replace the items, this is because we will not have received the returned items.

 

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.