Returns and Exchanges
We only sell personalised items and therefore cannot accept returns or exchanges unless the product is faulty or damaged upon receipt. If this is the case, please send images of the item along with your order number and a description of the fault to our Customer Support within 3 days of receiving the item. They will look into this matter for you. Please note that refunds or replacements will not be issued if the fault is a result of misuse or if the personalisation is misspelled, or if you have uploaded a low-resolution or incorrectly sized image.
Refund Process
If you are eligible for a refund, we will reimburse the product's price to the credit or debit card used for payment, or to your PayPal account. Alternatively, we may offer to reprint and resend the item free of charge, if applicable. Please note that our policy does not permit both a refund and a resend.
How You'll be Refunded
You’ll receive a refund within 14 days of returning the item. For items bought with gift cards, we’ll send an e-gift card to the email address used to make the purchase.
Refunds For Purchases Made With a Promotion Code
If you bought items with a promotion code and returned one or some of them, we’ll deduct a percentage of the promotion value from your refund, as per the terms and conditions of our offers.
Issues With Your Return
You should receive your refund within 14 days of sending the item back. If you haven’t, please contact us.
Order Cancellation Rights
Due to the bespoke nature of all our personalised gifts, the statutory 14-day cancellation period does not apply to the items we sell. We initiate the processing of your order immediately upon payment completion to ensure the quickest delivery possible. Regrettably, this means we cannot accommodate cancellations or modifications to your order once it has been checked out.
It is therefore crucial that any content you submit for inclusion in a personalised gift is accurate and that you only upload high-quality images. We also advise careful review of descriptions and sizing information for any clothing items.
