Orders & support
Refund & Returns Policy
What happens when a personalised order arrives damaged, incorrect or needs attention.
On this page
Made-to-order items
Custom and personalised products cannot be returned unless they arrive damaged, defective, or materially different from what you ordered.
Damaged or incorrect orders
Contact us within 14 calendar days of delivery with your order number and clear photos of the item and packaging. We will review the issue and offer a replacement or refund where appropriate.
Personalisation details supplied by you
Please check names, dates, messages, colours, and delivery details carefully before ordering. Once an order has shipped, personalisation or address details cannot be changed. If you notice a mistake before dispatch, contact us immediately; changes may not be possible after production has started.
Cancellations
If production has not started, we may be able to cancel your order. Contact us as soon as possible.
How refunds are processed
Approved refunds are returned to your original payment method. Processing time depends on your bank or payment provider.
Your consumer rights
Nothing in this policy is intended to exclude rights that cannot be excluded under applicable consumer law.
Contact
For refund or return requests, get in touch with your order number.