Returns & Refunds Policy

We want you to be happy with your purchase. As many of our items are made to order and personalised, our returns policy differs slightly from standard retail returns. Please read the information below carefully.

Returns

We accept returns for non-personalised items within 14 days of delivery.

To be eligible for a return, the item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • Accompanied by proof of purchase

To start a return, please contact us. If your return is accepted, we will provide instructions on how and where to send your item.

Please note:

- Return postage costs are the responsibility of the customer for unwanted items. 
- Items returned without contacting us first will not be accepted.

Personalised & Made-to-Order Items

Most of our products are made to order and personalised, and therefore cannot be returned or refunded unless they are faulty, damaged, or incorrect.

Please ensure all personalisation details are entered correctly when placing your order, as we cannot be held responsible for errors provided during checkout.

Orders for Specific Dates or Occasions

Many of our products are purchased for specific celebration, and seasonal occasions, such as Birthdays, Mother's Day or Christmas.

While we always dispatch orders within our stated processing times, delivery dates are not guaranteed as they depend on Royal Mail services.

Delivery timeframes begin once an order has been dispatched, not from the date the order was placed. Because of this, we cannot offer refunds or accept returns for items that arrive after a specific date or occasion.

Customers are responsible for selecting an appropriate delivery service at checkout if an order is required by a particular date. Information regarding our processing times and delivery estimates can be found in our Shipping & Delivery Policy

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item is damaged, faulty, or incorrect, please contact us as soon as possible so we can evaluate the issue and resolve it quickly.

Where appropriate, we will offer:

  • A replacement item, or
  • A full refund

We may ask for photos of the item and packaging to help us investigate the issue.

Exchanges

As most of our products are made to order, we do not offer direct exchanges.

If you would like a different item, the quickest option is to place a new order once any eligible return has been approved.

Refunds

If a return is approved, we will notify you once we have received and inspected the returned item.

If your refund is approved, it will be issued to your original payment method. Please note that it may take 5–7 working days for your bank or payment provider to process the refund.

Shipping costs are non-refundable unless the item is faulty, damaged, or incorrect. Shipping fees are also non-refundable for delays caused by postal services.

Cancellations

Cancelling Your Order

Many of our products are made to order and often personalisable, which means they cannot be resold. In these cases, cancellations can only be accepted within 1 hour of placing your order. After this time, your order will enter production to ensure prompt dispatch, and we are unable to cancel or refund the cost of the item.

For non-personalised or ready-made items (where production is not required), you may cancel your order up until it has been dispatched.

If your order has entered production but hasn’t been dispatched yet, we can still cancel it, but we can only refund the shipping cost. Please be aware that sometimes orders leave our premises before the system updates, so your order status might not always show the latest information.

How to Cancel

If you wish to cancel, please contact us immediately.

  • If your order has not yet entered production, we will cancel it and issue a full refund.
  • You will receive an email confirmation once your cancellation has been processed. (If you don’t see this, please check your spam folder.)

Cancellations by Us

In rare cases, we may need to cancel an order ourselves. If this happens, you will be issued a full refund.

Changes

Personalisation Changes

You have one hour from placing your order to make any changes to the personalisation details. After this time, your item(s) will enter production, and changes cannot be made — regardless of whether the order has been dispatched.

Vital Changes (After One Hour)

If you need to make a vital change after the one-hour window, please contact us immediately.

  • If you need to repurchase an item to correct a mistake, we will refund a proportion of the original delivery charge corresponding to that item, based on the number of items in the original order.
  • Any difference in delivery costs for the second order (for example, if a different shipping service is chosen) must be paid by the customer.

  • This exception is assessed on a case-by-case basis and is only available in limited circumstances.

Customer Responsibility

It is your responsibility to ensure that all personalisation details are correct at the time of ordering. Please double-check your details at checkout to avoid any issues, as we cannot guarantee corrections once production has begun.

Requests Outside the Scope of Design

Occasionally, we may be able to accommodate small modifications outside the scope of the original design. These requests must be discussed and agreed with us before purchasing the item, so we can confirm whether the change is possible.
If you message us with custom requests after placing your order, your item will be produced and shipped exactly as purchased. In this situation, you will not be eligible to complain about the outcome or receive a refund.

Changes to Your Order (Adding or Removing Items)

  • Adding items: If you wish to add extra items to an order, this is treated as a new order. Please contact us before placing the additional order so we can combine shipments where possible. Any refund for duplicate or excess postage will be capped at the amount actually paid for delivery on the original order. If the original order has already been dispatched, additional items will be shipped separately, and all postage costs for the new order are the responsibility of the customer.
  • Removing items:
    • Personalised or made-to-order items cannot be removed once the one-hour window has passed, as they will have entered production. At this stage, these items become non-refundable.
    • Non-personalised or ready-made items may be removed up until the order has been dispatched. Please note that your order may sometimes leave our premises before we have had a chance to update the status, so the system may not always reflect dispatch in real time.

Shipping Address

Address Accuracy

Buyers are responsible for providing a full and accurate delivery address at checkout. Please ensure all address details are correct before placing your order, including the house number or name, street, postcode, and recipient name where applicable.

We cannot be held responsible for orders sent to an incorrect or incomplete address provided at checkout

 

Address Changes

If you need to correct or update your delivery address after placing an order, please contact us as soon as possible. Address changes can only be made before the order has been dispatched and cannot be guaranteed once processing has begun.

 

Order Sent to the Address Provided at Checkout

Orders will always be shipped to the delivery address provided at checkout. If an incorrect or outdated address is supplied and the order has already been dispatched, we are unable to replace or refund the order. If the parcel is returned to us, we will be happy to resend it once the correct address has been provided and the additional postage cost has been paid.

 

Returned or Undelivered Mail

If a parcel is returned to us due to an incorrect, incomplete, or unrecognised address, or because it was refused or not accepted at the delivery location, the buyer will be responsible for the cost of reposting the item.

 

Refused or Returned Parcels

If a parcel is refused at the delivery address or returned to us after a failed delivery attempt, it will not be resent to the same address. An alternative delivery address will be required in order for the parcel to be resent, and the buyer will be responsible for the additional postage and packaging costs.

If an alternative address cannot be provided, the parcel will not be resent.

If the item(s) were personalised or made to order, they will not be eligible for a refund. For any orders that are eligible for a refund, the refund will be issued minus the original shipping cost.

 

Delays Caused by Address Issues

We are not responsible for delivery delays caused by incorrect or incomplete addresses, unrecognised addresses, or where a parcel is refused or redirected after delivery has been attempted.

 

If you haven’t been able to find the information you were looking for, or if you have any additional returns or refund-related questions, please feel free to contact us