Refund policy

Returns & Refunds Policy

We want you to love your order, but if something’s not quite right, here’s how we handle returns.


Customised & Personalised Items

Items that are customised or personalised to your specifications (including custom text and design changes) are non-refundable and non-returnable.

This is in line with UK consumer law, which states that the right to cancel does not apply to goods that are made to the customer’s specifications or are clearly personalised.

If your personalised item arrives faulty, damaged, or incorrect, please contact us and we’ll make it right.


Standard (Non-Personalised) Items

For all non-personalised items, you have the right to request a return within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused and in their original condition
  • Items must be returned in their original packaging where possible

We reserve the right to refuse returns that do not meet these conditions.


Return Process

To request a return, please contact us within 14 days of delivery with your order details.

If your return is approved, you will be responsible for the cost of returning the item.


Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery with photos.

In these cases, we will offer a free of charge replacement or refund in line with your statutory rights.

Refunds

Once your return has been received and inspected, we will process your refund to the original payment method.

Please note:

  • Original shipping costs are non-refundable
  • Refunds may take a few working days to appear in your account depending on your provider

EU Right To Withdraw

If you are contracting with us as a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., a letter sent by post or email) or by using the electronic withdrawal function available here. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, excluding return shipping costs. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursemen no later than:
  • (a) 14 days after the day we receive back from you any goods supplied, or
  • (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  • (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.