Our returns & refund policy lasts 30 days from the day you receive your order. If 30 days have gone by since you received your order, unfortunately we can’t offer you an exchange or refund.
As a customer of items purchased online, you would normally have consumer returns rights under the consumer contracts regulations. However, the consumer contracts regulations do not cover items which are “made to order” or “personalised”. As all our items are “made to order” and/or “personalised” the consumer returns rights are not applicable. More information on this can be found online.
Placing an order
Once your order has been placed the consumer contracts regulations does not enable you to cancel it, therefore the order will be fulfilled.
When placing an order it is your responsibility to do the following: –
• check the details of your order
• read and agree to the terms & conditions available on the website
• read and agree to any policies available on the website
• ensure any information you provide is correct and free from spelling and/or grammatical mistakes.
Returns, exchanges and refunds
Our items can only be returned, exchanged or refunded if they are faulty or damaged.
To be eligible for a return, exchange or refund, your order must be unused and in the same condition that you received it, including being in the original packaging. You are responsible for the cost of returns, however we may refund this cost if we see fit.
If you have received an item that is faulty or damaged, the first thing you need to do is to contact us. Please have your order number and details ready so we can start the process.
Once you are eligible for a return, we will give you the details you need to return your item. you will have 30 days from the day of receiving it to return your item. Returns must be sent via signed for delivery or tracked delivery. Signed for delivery gives you the added security of proof of delivery including a signature from the receiver and compensation cover up to £50. Tracked delivery gives you the added security of proof of delivery including a signature from the receiver, end to end tracking and compensation cover up to £100. We cannot be held responsible for any returns not sent by signed for delivery or tracked delivery.
Once your return has been received by us, we will notify you that we have received your returned item.
We will then inspect the item and notify you of the approval or rejection of your exchange or refund. If you are approved, then you may choose either an exchange or refund. If an exchange is chosen, we will make and dispatch your exchanged item to you within 14 days. If a refund is chosen, a credit will be applied to your original method of payment within 14 days.
If after 14 days you haven’t received your refund, please contact your bank. There is often some processing time before a refund is posted. If you’ve done this and you still haven’t received your refund, please contact us.