Refund Policy

We want you to feel confident shopping with us, and we aim to make the process as smooth as possible. Below is everything you need to know about our returns, refunds, and cancellations policy.

PERSONALISED AND BESPOKE-MADE ITEMS
As all of our items are personalised and custom-made just for you, we’re unable to accept returns or refunds unless your order arrives faulty or damaged. Once you approve the digital proof, production will begin, and changes cannot be made, so please ensure all details are correct before approving.

CANCELLATIONS
If you wish to cancel your order before it’s completed, please note the following:

  • Order Completion: Your order is considered complete when the product is delivered to you.

  • Cancellation Before Completion: If you want to cancel before the order is completed (where we are not at fault and you do not have the right to change your mind, such as for personalised products), please contact us. We will refund any sums paid by you for products not yet provided. However, we may deduct reasonable compensation for any costs we incur as a result of your cancellation.

  • Cancellation Fees:

    • Orders cancelled more than 24 hours after being placed: A £35 administration fee will be charged. Your refund will be the order total minus this fee.

    • Orders cancelled after artwork has been created: A design fee of 50% of the order total will be charged. Your refund will be the order total minus this design fee.

    • Orders cancelled after artwork approval: Cancellations are not accepted, and the full (100%) balance of your order will be retained.

DAMAGED OR FAULTY ITEMS
If your order arrives damaged or if there is an issue on our end, please inform us within 7 days of receiving your order. Kindly provide pictures of the damages so we can assess the situation and resolve it. If the damage is our fault, we will cover the return shipping costs and work to rectify the issue as soon as possible.

SHIPPING COSTS
The customer is responsible for return shipping costs unless the product is faulty or misdescribed.

Faulty & Damaged Goods

We take great care when creating and packaging your order, but if there any damages of faults, we’re here to help. Please contact us within 7 days of receiving your order. Include a description of the issue and photos showing any damage or faults. Once we’ve reviewed and confirmed the issue we'll do what we can to accomodate.

Please complete the form below to initiate a faulty or damaged goods.

Cancellation

We understand that plans can change! You can cancel your order within 24 hours of purchase, provided production hasn’t started yet. Unfortunately, once work has begun on custom orders, cancellations are no longer possible.