We hope you are entirely happy with the items you order from us but there are rare occasions when items need to be returned to us. If this is the case, please contact us to let us know you will be returning the item. Please DO NOT return any item until you have spoken to us. We will then provide you with details on how to return the item, if necessary, and how to cover the postage costs. You must retain a proof of postage (available free from any post office) when you return an item. No responsibility can be held for goods being returned without warning or without proof of postage. Any item returned must be received by us within 30 days of your purchase.
Personalised items are made to order and specifically for an individual order. Please ensure you order exactly what you require as unless the item is faulty, we can not offer refunds on personalised items once they have been made.
As each item is made to order please allow 3-4 working days before your item is dispatched.
Exchanges and Errors
If you have made an error with your order – oops! Don’t worry, we are human too! Telephone us on 01794 390089, speak to one of our helpful staff and we will do our very best to sort the problem out. If you need to exchange something, we will explain the best way to return something, deal with any refund or additional costs and get your new items sent out. If it is your error, all we ask is that you pay the postage to receive the replacement goods.
If we have got something wrong with your order -sorry! – you must contact us within 30 days of purchase date. It is important that you phone us or email before sending anything back.
Cancellation and Returns
If your goods arrive damaged please contact us immediately. If we ask for the item to be sent back, it must be returned to us within 30 days of original contact to get a refund. We are very happy to refund if the product is damaged in transit, but it must be returned within the 30 day period.
If you are not entirely happy with your order, please contact us to discuss it being returned. If we ask you to return it, it must be received by us within 30 days of the original contact.
Please obtain a Proof of Posting certificate from the Post Office as we cannot be responsible for parcels that are lost on return to us.
Your statutory rights are not affected.
This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed.
You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return goods, so you should take out enough postal insurance to cover their value. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
These terms were last changed on 1st January 2020.
These terms apply to your order.
We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.