Our Returns Policy
For our standard products – this excludes personalised products – you have 14 days to notify us if you want to return or exchange an item. The return period will expire 28 days from the day of which you receive the goods you ordered.
Special made orders can be refunded or exchanged only if the order has arrived damaged or faulty. You have 5 working days to notify us if you want to return or exchange a personalised item. The return period will expire 10 working days from the day of which you receive the goods you ordered. Although, the sooner an item is returned to us, the faster we are able to provide you will a new item or a refund.
We regret that we are unable to provide a refund or exchange on personalised items unless they are faulty or damaged as they have been specially made. Correct spelling and final product details should have been checked before the order was finalised. We can not be held responsible for incorrect information provided.
How to return or exchange a product
Simply contact us within 14 days (5 working days for personalised products) of receiving goods stating that you wish to return or exchange your order.
You can do this by our Contact page, outlining which items you are referring to, reasoning and required outcome eg. Refund/Exchange.
Once we have responded with a confirmation, package the item back up safely (original packaging is ideal, however as long as the item is secure and protected that is okay). We recommend that you use a signed-for delivery service with proof of postage. Please note that you will have to bear the direct cost of returning the product.
Please do not destroy or throw away any product and where relevant the external packaging – even if it’s faulty – before speaking to us first and we have agreed that it wont affect any refund or exchange you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Partner ).
Refunds will be made no more than 14 days after you have informed us that you will be returning them to us. Refunds will be transferred directly via your original payment method.
If no goods are supplied back to us within 14 days (10 working days for personalised products) from receiving your notification, we will assume you have decided to cancel your request for a refund or exchange.
How to cancel or adjust an order
Standard orders can be cancelled at any time after the order was placed. Specially made personalised orders have 30 minutes from the transaction being finalised to be cancelling or make any amendments.
Simply get in touch via our Contact page or give us a call on 01455 636388 and we’d be happy to make any adjustments to your order or cancel it all together for you.
After this time frame we can not guarantee that any changes can be made to special made orders as it may have gone into production. However, if you get in touch ASAP through our Contact page or ring us on 01455 636388 we will always do our best to do what we can.
On cancelled orders, refunds will be made onto the original payment method within 3 days of notifying us.
Please note that we are not liable for incorrect spelling, punctuation or miss information as final product details should have been checked before the order was finalised. We can not be held responsible for incorrect details provided. Personalised orders are made special for you and we will always produce exact details provided to us – so please double check before completing an order so we are able to create your specially made gift exactly as you wanted it!