Refund policy

Returns & Refunds Policy

We take great pride in the quality of every item we create. If something isn’t right with your order, we want to make it right. Please read our policy below carefully.

Personalised Items

Because every personalised item is made to order specifically for you, we are unable to accept returns or offer refunds simply because you have changed your mind.

However, if your item arrives:

  • Faulty or damaged
  • Incorrectly made (i.e. not matching your approved proof)

…we will happily offer a replacement or full refund. Please contact us within 14 days of receiving your order with the following:

  • Your order number
  • A clear photo of the item showing the issue
  • A brief description of the problem

This is why we send a digital proof before production — please review it carefully before giving your approval, as we produce exactly what is shown.

Ready to Go Gifts

If you’re not completely happy with a Ready to Go Gift, you may return it within 14 days of receipt, provided it is:

  • Unused and in its original condition
  • In its original packaging

To arrange a return, please contact us before sending anything back. Return postage costs are the responsibility of the customer, unless the item is faulty or incorrectly sent.

Refunds

Once we have received and inspected your returned item, we will process your refund to your original payment method within 5–10 working days. You will receive an email confirmation once your refund has been issued.

Please note that original shipping costs are non-refundable unless the return is due to our error.

Damaged or Missing Orders

If your order arrives damaged in transit or goes missing, please contact us within 14 days of the expected delivery date. We’ll investigate and work quickly to resolve the issue for you.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Get in Touch

If you have any questions about a return or refund, please don’t hesitate to contact us. We’re always happy to help and will do our best to resolve any issues as quickly as possible.