Returns Policy

Our return and refund policy

We take pride in the quality of our products, which are meticulously crafted and thoroughly checked by our in-house quality control team. While rare, we acknowledge that human errors can occur. If we make a mistake with your order, we are committed to rectifying the situation promptly. If this happens, please contact us with your order number, along with a photo and description of the error. Please click here to get in touch.

We strive to provide a hassle-free experience for our customers, which is why we usually issue replacements without requiring you to return the incorrect item. In most cases, we can have a replacement made and dispatched on the same day or the following working day. Rest assured; we will only ask you to return something if it is absolutely necessary or if a refund is requested instead of a replacement.

Your satisfaction is our top priority, and we are here to make things right. If you have any concerns or questions regarding our return and refund process, please don't hesitate to reach out to us. We are always ready to help.

Changes to your order / Cancelling your order

We’re committed to processing and dispatching your order as quickly as possible — in many cases, it can enter production within just 30 minutes of being placed.

If you need to make any changes to your personalisation or wish to cancel your order, please get in touch as soon as possible. We strongly recommend doing so within that initial 30-minute window, as changes may not be possible once production begins. That said, we’ll always do our best to help wherever we can.

Received your goods and changed your mind?

We sincerely hope you're delighted with your purchase.

All of our items are made to order and crafted with care, tailored specifically to your chosen personalisation. The purchase price reflects both the materials used and the service involved in creating your bespoke item. For this reason, we’re unable to accept returns for personalised products.

We also understand that circumstances can change. If you have any concerns about your order, please don’t hesitate to contact our customer support team — we’re always here to help and will do our best to resolve any issues.

Important: Please check your personalised details before finalising your order

Please note that we cannot accept responsibility for errors in your personalised design if the mistake originated during the order placement process.

To help ensure a smooth and satisfying experience, we kindly ask that you carefully review all information before submitting your order — including names, dates, occasions, addresses, and postcodes, etc...

As each design is created exactly as entered, our team does not perform spell-checks or query spellings. It is the customer’s responsibility to ensure all details are correct at the time of ordering.

Your satisfaction matters to us, and taking a moment to double-check your information helps avoid any disappointment and ensures your personalised item is crafted just as you intended.