Returns and Refunds

Items Available for Return

We will investigate a refund or replacement if the product you receive is not the same as what you ordered. Please note only mistakes made by us will be rectified with no extra charges.

Items Not available for Return

Most of our products are custom made to order and all products under this category will only be liable for return if there is an issue with the item. 

All wholesale or bulk orders will not qualify for a return or refund.

No sales items or gift cards will be exchanged or refunded.

Any names or custom messages will be written to exactly what has been asked for in the order, so please double check these before ordering, a refund or replacement will only be an option if we ourselves make the error on the item.

How to send Items Back

Items are only to be sent back when pre agreed with us and the returns process has been started.

Do not send the item back to us before starting a return request on our website or email as many items on our website are not eligible for a return or refund. If you have no access to the internet, then you may phone or text us to start your return.

An item damaged during transit

If your item is damaged during transit, we will need to be contacted within 5 working days. Depending on the issue the item this may need to be posted back to us for checking, so please do not discard the item until instructed to by us. If you discard the item, without instruction by us no refund or replacement will be given.

How to make a claim for a Damaged Item

Please contact us by email, with your full name, order number, a description of the issue and pictures of the issues.

If you think the item has been damaged during postage, please get a photo of the packaging, and keep hold of this as we may need this for proof to Royal Mail.

Please note a damaged item does not automatically entitle you to a refund. We will try to remake your items subject to stock and turnaround times. Refunds will be on a case by case.

How long does a replacement/ Return take to process?

If the item needs to be sent back to us the investigation will start from the day after we receive the item. Please keep hold of the receipt from postage and tracking number as this will be used to prove the date, we receive the item.

Once returned and an investigation has taken place a refund or return will be sent within 3-5 working days. Once a refund has been issued this can take between 5-10 working days to appear in your account, if you have not received your refund after this period of time, then please contact us.

Lost parcels

If you do not receive your parcel, firstly please check the timescale of your order contents and postage & if it has lapsed over this time then follow the steps below.

1)Please check your safe places or with neighbours

2) If you were sent a tracking number, please check this and then get in contact with us.

When contacting us we will need your order number, Full Name & address.

If Royal Mail can provide us with evidence that the items have been delivered to your address either by signature or GPS tracking, then we do not take responsibility for this, and no refund/ replacement will be given.

Under Royal mails policy it states that for lost parcels a claim cannot be made until 10 working days have passed, but investigations can take up to 28 days.

Not receiving your parcel does not automatically mean you will get a refund. We will try to remake your items subject to stock and turnaround times. Refunds will be on a case by case.

This policy follows your rights Under the Consumer Rights Act 2015.