Returns & refunds

Returns and refunds policy

Eligibility:

• Non-personalised items received but not wanted can be returned within 30 days of delivery for a full refund minus the amount we would have paid for delivery (e.g. the cost of Royal Mail 2nd class postage). In the case an item is received by you in a damaged state, a full refund would be made including delivery charge, unless you were happy for us to send you a replacement at our cost.
• Personalised items cannot be returned or refunded unless an error has been made by us in how the item has been personalised. If an error has been made, we will refund the full price you paid including delivery charges and the item will not need to be returned.
• Condition of items being returned: Products eligible for return must be unused, in their original packaging, and in a resalable condition. Damaged items would require a photograph be sent to us showing clearly the damage.

• Process: To arrange a return, please contact us with your order details before sending the item back.

• Refunds: Once the item is received if applicable and inspected (if applicable based on the eligibility criteria), a refund will be issued to your original payment method within 3 working days.

• Exclusions: Personalised or custom‑made items cannot be returned unless faulty as indicated under 'eligibility.

• Items paid for but not received by the customer: Occasionally Royal Mail fail to deliver an item. Royal Mail do not consider an item lost until 10 working days have passed from the date of postage. Once this time has passed we will ask you to formally confirm the item has not been received so that we can make a claim with Royal mail. Once your formal confirmation has been received, your full refund including delivery charges will be made