Policies
Because personalized products are made for your order, we do not accept change-of-mind returns or exchanges for these items.
This does not affect your rights where goods are faulty, damaged, incorrect or otherwise fail to meet applicable legal requirements.
Contact us as soon as possible with your order number.
For standard designs, we can cancel for a full refund before printing or physical production begins. Changes at this stage depend on feasibility and may affect the price or timeline; we will explain any adjustment before proceeding.
For separately commissioned custom design work, any design fee and cancellation terms will be quoted and agreed before that work begins. If you cancel after that work starts, only a previously agreed charge for completed design work may be retained.
Once printing or physical production begins, we cannot normally change or cancel a personalized order.
Please contact us within 7 days of delivery where possible, with your order number and photos showing the issue. This helps us resolve it quickly; it does not limit your legal rights or automatically exclude a valid issue reported later.
If we made an error or your item arrives faulty or damaged, we will arrange an appropriate replacement at our cost, including shipping, or a refund. If a replacement cannot arrive in time for the event you have told us about, we will discuss an appropriate refund for the affected items. If the issue makes the whole order substantially unusable, we will assess the whole order.
Do not send anything back until we provide instructions. We do not routinely require damaged personalized goods to be returned. If a return is needed for an issue that is our responsibility, we will arrange or cover the reasonable return cost.
Please check names, spelling, dates, quantities and any approved proof carefully. If we reproduce the supplied or approved details accurately, a customer error is not normally eligible for a free remake or refund.
Contact us anyway: where practical, we can quote a discounted remake before proceeding.
Contact us within 14 days of delivery to arrange an eligible non-personalized return. Items must be unused and in their original condition and packaging.
You pay the return shipping for a change-of-mind return; original delivery charges are not normally refunded unless required by law. These conditions do not restrict remedies for faulty or incorrect goods.
Approved refunds are issued to the original payment method. We will confirm when the refund is processed; the time for it to appear depends on your payment provider.
Nothing in this policy limits mandatory consumer rights that apply to your order.