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CARE DOESN’T END AT DISPATCH.

Returns, refunds
& a little help.

Most of our products are made to order and personalised with care. Here is our policy, and how to contact us if something is not right.

Before you order

Because most of our products are made to order and personalised, our refund policy differs from that for standard retail products.

Please carefully review the product details, personalisation information and any previews before placing your order. If you have a question beforehand, get in touch.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, defective or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, so we can resolve it quickly. This is a request for prompt notification, not a limit on your statutory consumer rights.

To help us review the issue, please include:

  1. Your order numberSo we can locate your purchase.
  2. A descriptionA brief explanation of the issue.
  3. Clear photographsShow the problem and the packaging.

Once we have reviewed the information, we will arrange a replacement or refund where appropriate.

Exchanges & personalisation

As most of our products are personalised or made to order, we do not offer exchanges for a change of mind, incorrect personalisation details provided by the customer, or changes in preference.

If an exchange is needed because of an error on our side, we will take care of it at no extra cost.

Clearly personalised or bespoke items are generally exempt from change-of-mind cancellation. This does not affect your statutory rights to remedies if goods are faulty, damaged or not as described.

Non-personalised items & cancellation

For eligible non-personalised goods ordered online, you can normally cancel without giving a reason within 14 days of delivery. Please contact us to tell us you wish to cancel. You then have a further 14 days to return the item. We will process the applicable refund, including standard outbound delivery costs where required by UK law, within 14 days after receiving the goods back or evidence that they have been returned.

Approved refunds

If your refund is approved, it will be processed to your original payment method. Please allow a few business days for it to appear, depending on your payment provider.

Refunds are issued in cases such as:

  • Items damaged in transit
  • Defective products
  • Incorrect items received

Looking for delivery details instead? Read our delivery information ↗