Returns & Refunds
How to cancel your order, or return or exchange a product
- Contact customer service to let them know you wish to either cancel your order, return or exchange a product.
To do this simply email firstname.lastname@example.org along with your name and order number in the subject line and a brief message as to the reason for the return. Alternatively contact us by telephone on +44 (0)1306 621 262.
- If received, package the item up and return within 14 days of contacting us that you wish to cancel, return or exchange a product.
(We recommend you use a signed for delivery with proof of postage)
14 Fairlawn Enterprise Park
- As the payment agent we will process the refund directly to your payment card in no more than 14 days after receiving the item back.
Non Personalised ReturnsFor all our non personalised products you have 28 days to notify us if you wish to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you received the goods you have ordered.
Please Note: The customer is liable for the postage costs to return a product and is not entitled to a refund on the initial postage cost incurred (if applicable) to deliver the item.
Personalised ReturnsUnfortunately, personalised items are unable to be returned to us because of the bespoke nature of the item unless it is faulty or damaged.
Faulty / Damaged ItemsWe try to make sure every item reaches its recipient in perfect condition. If this, unfortunately, is not the case and the item is damaged or faulty we will either offer a replacement or refund.
Please Note: The customer will not be liable for postage costs for faulty or damaged items.
Late or Missing RefundsIf you haven’t received a refund yet, first check with your bank to see if the refund is currently pending as it may take some time before your refund is officially processed.
If you have done this and you still have not received your refund yet, please contact us at email@example.com and we would be more than happy to assist.
Extended Christmas Return PolicyAll cancellable goods purchased between 1st November and 22nd December 2020 (inclusive) can be returned in their original condition at any time before 19th January 2021. For all items purchased on 23rd December 2020 or after, our 28-day return policy applies.
Last Amended 19th October 2020