Returns & Cancellations

Order Cancellations

For most items, you have the legal right to cancel your order within 14 working days of receiving the goods. Unfortunately, this does not apply to items which we have made-to-order, personalised or customised specifically for you, unless of course, the product is deemed to be faulty (see ‘Faulty Items’ below).

If you wish to edit your personalisation, you can do so up until the point of production. Please contact us at the earliest opportunity after you become aware of the need to make changes, so that we can identify if production has already started on the order. Please either call us (on +44 (0) 333 335 5403) or use our website chat function, to ensure that the enquiry is dealt with as promptly as possible, due to the potential delays that email can experience.

Please note: In order to provide the quickest service possible, some products are sent for production almost immediately upon order received. Please check your order on screen and the confirmation email carefully as we cannot refund products which have errors in the text provided to us.

Returns and exchange

For NON-Personalised goods or ‘Ready To Go’/Ready-To-Ship’ Stock Items –

If you are not completely satisfied with your non-personalised goods, please inform us of your wish to return them within 14 days of the date of receipt, and we will issue a RMA number for the return. This can be done by logging into your account on the website, navigating to your previous orders, opening the order detail and if you are within the permitted time frame, an option will be shown to click on to request a return number. The goods must then be returned to arrive with us within a further 14 days of an RMA being issued. Once received, checked & confirmed/approved, we will issue a full refund or an exchange. The term ‘full refund’ is to include both the purchase cost of the goods and any addition shipping that was charged at checkout. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to us using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

For All Personalised Goods or Made-To-Order (all products that are NOT ‘Ready To Go’/Ready-To-Ship’ Stock Items)-

We cannot accept returns of any products that we have made-to-order, personalised or customised specifically for you, unless they are deemed to be faulty.

For ALL goods returns:

We cannot accept returns under the following conditions:

- Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.

- If you have made a spelling mistake on your order and it has been sent for production.

- You have disposed of the item you have an issue with

If you return an item because of an error on our part, or because it is defective, we will refund the full value of the item and postage (shipping receipt may be requested), however returns under all other conditions will not have return shipping re-funded. To re-emphasise, due to the nature of personalised or customised products being manufactured for a specific order, we cannot accept returns if you have a change of mind.

Faulty item(s)

If you discover the item you have received is faulty, or if the item develops a fault within the stated guarantee period, please contact us with the order number, nature of fault, your name, and the purchase date. We will then advise you on how to proceed.

Our standard policy for a fault that occurs within the first 30 days after delivery, we offer a full refund or a replacement item. For faults that occur after the 30 day window, we offer a repair or replacement, dependant on which is more suitable for the nature of the fault and product.

In any event or under any of the above terms and conditions, refunds cannot be given if the fault is as a result of misuse.