Returns and Refunds
We're sad to hear that you wish to return an item and we'll try not to hold it against you for not loving our beautiful product!!
....But if such a time does arrive all the information you need to know about returning an item and refund process is outlined below..
We promise to make this process as quick and easy for you as we can.
If you wish to cancel your order please email us as soon as possible at firstname.lastname@example.org. Where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Returns and exchange' section below.
Please note: In order to provide a fast service some products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products, which have been mis-spelt.
We reserve the right to cancel your order at any time and issue a refund.
The provisions of this clause do not affect your statutory rights.
Returns and Exchange
We ask that you request your Return within 7 days of receiving your order by emailing email@example.com
Please note you have 14 days to return your item(s).
Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable. Please note if the goods are received in poor condition or faulty and we are unable to restock the item we will be unable to refund the cost of the item.
Please send your return using a secure and trackable method, for example Royal Mail Recorded delivery. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the items, as we cannot be held responsible for items damaged or lost in the post. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
Your rights to return the goods to us will not apply in the following circumstances:
Any products that we have made, personalised or customised specifically for you
Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
If you have made a spelling mistake on your order and it has been sent for production.
If a product has been damaged as a result of wear and tear.
The item(s) must be returned in good condition (condition in which you received it in) within 14 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
We regret that postage and packing costs for unwanted items cannot be refunded. Even if you have qualified for free delivery when placing your order, a postage and packing charge will be levied on unwanted items and deducted from any refund given. (UK Deliveries: Small packages £4.50 Medium packages £8.50, Large Packages £12.50. International delivery charges as indicated on your order confirmation)
A return should be requested within seven days of receiving your order. You should then return your item(s) within 14 days of returns confirmation.
Returns outside these timeframes cannot be accepted.
Unfortunately we cannot offer exchanges. If you would like to buy another product, we can process a refund for your original item and you can place a new order.
Receiving A Refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Customs duties and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.