Can I return my item?

All of our items are handmade to order & created to the customers requirements. Unfortunately, due to the nature of personalised products all personalised items are non-refundable. If the item has arrived damaged or incorrect then please contact us here and we will look to rectify the issue ASAP. Any damages/errors must be reported within 5 working days of the item being delivered. Please also include images of any damaged packaging so the we can take this up with the courier. You can report any issues here. Please do not destroy or dispose of an item even if it is faulty unless instructed to do so by us, as this will affect the likelihood of a refund being issued. We may ask for the item to be returned to us. If so, we will provide a returns label.

Please also note that because we have to open up packaging on many items to personalise them, the box may have imperfections. Some items will be sent in their original packaging, however it is your decision if you wish to use said packaging for gift giving, we cannot be held responsible for the condition of any products outer packaging.

All returns must be returned within 7 days of the date they were authorised on. Any returns are the customers responsibility until the item(s) have arrived safely back to seller. Refunds, postage reimbursement or replacements will only be issued once the item(s) have arrived back with the seller & proof of postage can be provided if you have arranged the returns postage yourself. You must keep a copy of the postage receipt just in case you need to make a claim with Royal Mail in event of lost/delayed items.

On items that do not come pre-assembled, any damages must be reported upon arrival of your goods. On items that are not pre-assembled, these must be in their original packaging & not assembled for any refund or replacement to be considered.

Any authorised refunds will be processed within 14 days & credited back via your method of payment.

Missed Deliveries / Collections

If you have missed your delivery then you should receive a notification from the courier either via email or a card being left. Usually, the courier will try again the following day or leave the item in a safe place. If there has been a few attempted deliveries, the item may either be returned to us or held for a short period at your local sorting office. You will be notified of this by the courier and given some time to collect your package. However, if the package is not collected and returned to us, this will incur a re-delivery fee of £5.99. This cost covers the re-delivery, processing and admin involved. We will contact you if we have a return awaiting redelivery with a payment link. Once this has been paid, we can arrange re-delivery of the item. If we are unsuccessful in contacting you, your package will be held with us for 30 days, then disposed of.

Returns Labels

On occasions where we may ask for the item to be returned, we will provide a postage label for you to attach to the parcel. This will be via Royal Mail Tracked 48 Hour Service.

If a return is agreed, on an item that is not personalised, we can supply a returns label for a fee of £3.99. This can be deducted from your original purchase, when a refund is processed. Please note, if you choose to return a non personalised item for any reason, a refund will be issued only once the item has arrived back with us and the refund will not include the original postage fee.