Refund policy
Standard items
If you change your mind about a non-personalised item, you can request a return within 14 days of delivery. The item must be returned unused and in its original condition. Once the return is received and checked, a refund will be issued to your original payment method.
Personalised / made-to-order items
As many of our products are made to order or personalised, these items are non-returnable unless faulty or not as described. This is because personalised and bespoke goods are normally exempt from the standard 14-day cancellation right for online sales.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, not as described, or not fit for purpose, please contact us as soon as possible with your order details and photos if applicable. In these cases, you may be entitled to a repair, replacement, or refund under your statutory rights. UK consumer law provides a short-term right to reject faulty goods, as well as repair/replacement rights in other cases.
Return shipping
For change-of-mind returns on standard items, the customer is responsible for the return postage cost unless stated otherwise. If the item is faulty or incorrect, we will advise on the return process and any applicable return costs. UK guidance states that for cancelled online orders the trader must refund within 14 days of receiving the goods back or proof of return, and the refund should include the original standard delivery cost. citeturn518854search9turn518854search24turn518854search21
How to request a return
Please contact us with:
- your order number
- your name
- the reason for the return
- photos, if the item is faulty or damaged
We will then provide return instructions.
Statutory rights
This policy does not affect your statutory rights under UK consumer law.