Your order made our day and we hope it made yours too.
However, we understand that sometimes plans change, or things go awry.
The majority of products are suitable for return however, personalised items may not be suitable unless an error on our part is valid (i.e. spelling error or text placement, etc) If you wish to discuss please email firstname.lastname@example.org with your order reference as the subject to discuss.
We will make every effort to deliver goods within the estimated time scales; however, delays are occasionally inevitable due to unforeseen factors. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time. For the latest dispatch times, please see the banner on top of each page or on the delivery options page.
In the unusual event of your order not arriving, we will, of course, offer a full refund or replacement. Your order will be deemed lost in transit after 21 working days have passed (30 working days for the rest of the world). If your order arrives within this time, you are required to return it before a refund will be processed.
Return postage will only be refunded in the case of damaged, or faulty items. Please include the receipt for the return delivery charge within the package or scan and email us a copy to email@example.com. If you return a non personalised item that is not damaged or faulty, the postage will NOT be refunded.
Please note we can only accept the return of non-personalised items in an unused and saleable condition, exactly how they were received. Unless the items are being returned due to damage, fault or receipt of items not ordered.
If you would like to exchange your products for something else, please contact us to arrange.
Returns are only accepted on approval, please do not send your item back until we have accepted your claim. Personalised items will not be accepted back, unless faulty. We do not accept returns for items that do not fit if they are made to order or personalised. Please check sizes on each of the product pages or email us at firstname.lastname@example.org for further details.
We require receipt of the returned items before we will process a refund.
Please get proof of postage when you return your item, as we are in no way responsible for items not arriving back with us.
We do not cover return postage costs unless the items is faulty, damaged or not ordered.
Returns that are ordered in error or mistake and are not personalised will be subject to a restocking fee of up to 10%
Please make sure you check your orders to ensure everything you have selected is correct, personalised items can't be returned unless they are damaged/ faulty. We all make mistakes, but please make sure everything is fine - make sure you check spellings too. If we make a mistake on our end, we will sort that out for you!
Refunds will only be processed when one of these conditions is met:
a) The item has been returned to us and received in a saleable condition.
b) a damaged or faulty item has been returned to us and received.
c) a missing item has not arrived with you, the customer, and 21 working days in the UK and 30 working days anywhere else, has passed.
Please note – we do not refund orders that have not arrived by a specific date.
Always order in plenty of time.
DAMAGED / FAULTY GOODS
We always require any damaged or faulty goods back before we can process a refund. Please take pictures of any damage and email these to us, we can then notify you of next steps. Please note, please inform us on delivery that your item is damaged. Any delay and this may hinder the right to a refund. Items damaged once worn will invalidate our refund policy - and you will not be entitled to a refund or replacement.
This returns policy does not affect your statutory rights.
Any refunds will be made within 21 days from notification to us and in accordance to our terms and conditions.