Returns & Refunds
Because every item we sell is made specifically for you, our returns policy reflects the personalised nature of what we do.
Personalised Items Personalised items cannot be returned or refunded unless they arrive faulty or damaged, or we have made an error with the personalisation. This is standard practice for made-to-order goods and is consistent with your rights under the Consumer Contracts Regulations 2013, which provide that the right to cancel does not apply to goods made to a consumer’s specification.
This is why we ask you to double-check all personalisation details carefully before submitting your order. We cannot accept responsibility for errors in the text provided by the customer.
Faulty or Damaged Items If your item arrives damaged or faulty, or if we have made an error with your personalisation, we will put it right. Please contact us within 14 days of receiving your order with the following:
Your order number
A description of the issue
A photograph of the item
We will arrange a replacement or full refund as appropriate.
Non-Personalised Items For any non-personalised items, you have the right to return within 14 days of receipt for a full refund. Items must be returned in their original condition and packaging. Return postage costs are the responsibility of the customer unless the item is faulty.
How to Contact Us Please use our contact page to report any issues with your order. We aim to respond within one working day.