Return & Refund Policy
Last updated: August 2026

1. Personalised and Custom-Made Products
Many of our products are personalised, custom-made or made to your specifications.
Because these products are made specifically for you, they cannot normally be returned or refunded simply because you have changed your mind or no longer want the product.
Please check all names, dates, spelling, wording, photographs, designs and other personalisation details carefully before submitting your order. You are responsible for ensuring that the personalisation information you provide is accurate.
If you make an error when submitting your personalisation details, we are not normally able to remake, alter, refund or provide credit for the product, as personalised products generally cannot be reused or resold.
However, depending on the product and circumstances, we may at our discretion offer a replacement at a reduced price as a gesture of goodwill. Any such offer is entirely discretionary and does not affect your statutory rights.

2. Change-of-Mind Returns
The statutory right to cancel an online order during the usual 14-day cancellation period does not apply to products that have been made to your specifications or clearly personalised.
Accordingly, we do not accept change-of-mind returns or cancellations for these products.
For any non-personalised products, any applicable cancellation and return rights will be provided in accordance with UK consumer law.

3. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, not as described, or has been incorrectly personalised or otherwise supplied incorrectly due to an error on our part, please contact us as soon as reasonably possible.

Please provide:

• your order number;
• a description of the problem; and
• clear photographs showing the product, the issue and, where relevant, the packaging in which the product arrived.

Providing photographs helps us investigate and resolve the issue quickly, although nothing in this policy limits your statutory rights.
Depending on the circumstances, the appropriate remedy may be a repair, replacement, price reduction or refund.
We aim to resolve errors promptly and, where a replacement is agreed, will make reasonable efforts to produce and dispatch it as quickly as possible.

4. Products Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide clear photographs of:

• the damaged product;
• the external packaging;
• any internal protective packaging; and
• the shipping label, where relevant.

Please retain the product and its packaging until we confirm whether they are required for inspection or for a delivery claim.

5. Reporting Problems
We recommend contacting us promptly after discovering a fault, damage or other problem so that we can investigate the matter efficiently.
Any request that you contact us within a particular timeframe is intended to help us investigate the issue and does not limit or exclude any statutory rights you may have under applicable consumer law.

6. Refunds
Where a refund is due, it will be made to the original payment method.
Refunds will be processed without undue delay and within any timeframe required by applicable law.

7. Your Statutory Rights
Nothing in this Return & Refund Policy excludes, restricts or affects your statutory rights.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have legal rights to a refund, repair, replacement or price reduction, depending on the circumstances.

8. Contact Us
To report a problem with an order or request assistance under this policy, please contact us using the contact details provided on our website.
Please include your order number and as much relevant information as possible so that we can assist you promptly.