Refund policy

📄 Returns & Refunds Policy

Returns of Personalised Items

All personalised items (including embroidered or printed gifts, garments, and accessories) are non-returnable and non-refundable, unless faulty or damaged. This complies with the Consumer Contracts Regulations 2013, which exempt bespoke, customised goods from the standard 14-day return policy.

Please ensure that all customisation details — including name, date, colour, or design choices — are submitted correctly at the time of purchase. Once production has begun or the item has been dispatched, we cannot accept cancellations or amendments.

Returns of Non-Personalised Items

You may return non-personalised items within 14 days of receipt. To do so:

  • Please contact us first for a return authorisation.

  • Items must be returned in unused, resalable condition, with original packaging.

  • Return shipping costs are the responsibility of the customer.

  • Original delivery fees are non-refundable unless the item is faulty.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please notify us within 48 hours of receipt, including photographic evidence where possible. We will offer:

  • A replacement, or

  • A refund (including return shipping costs if the item is proven faulty).

Refund Conditions

We reserve the right to:

  • Deduct a portion of the refund if the item is returned used, damaged, or missing parts.

  • Withhold the refund entirely in cases of significant misuse or if the product cannot be resold.
    Items returned in this condition will not be sent back to the customer.

If you have questions about our return process, please get in touch.