CUSTOMER INFORMATION
As our products are personalised especially for you, our returns policy is a little different from standard retail purchases. If something isn't right with your order, we're here to help.
As personalised products are created specifically for you, they cannot normally be returned or exchanged simply because you have changed your mind.
We recommend carefully checking all names, dates, spelling and other personalisation details before placing your order.
If your order arrives damaged or faulty, please contact us within 30 days of delivery and provide clear photographs showing the problem.
Once we've reviewed the issue, we'll arrange a replacement where appropriate. You will not normally need to return the damaged item to us.
If we've made a mistake when personalising your product, please contact us within 30 days of delivery and provide a photograph showing the error.
Once confirmed, we'll arrange a replacement at no additional cost to you.
Personalised products are created using the information supplied when your order is placed, so please double-check all personalisation carefully before ordering.
Unfortunately, we cannot replace an item free of charge where the information supplied to us was incorrect.
If you need to reorder, please contact us. Where possible, we may be able to offer a discount on the replacement item.
If you need to cancel your order or change your personalisation, please contact us as soon as possible after ordering.
Orders can only be cancelled or changed if they have not yet entered production. Production will generally begin by 9am on the next working day, so we cannot guarantee that changes requested after this point can be made.
Where an item is confirmed as damaged, faulty or incorrectly personalised by us, we'll normally arrange a replacement rather than ask you to return the original personalised product.
We aim to have replacement items prepared and delivered within approximately 3–5 working days.
Where a refund is appropriate instead, we'll confirm this with you when reviewing your order.
Nothing in this policy affects your statutory rights.
