Made-to-order with care

Refund and Returns Policy

Our products are created especially for each order. Here is what happens when something is not right.

Last updated: 19 June 2026

Refunds only

We do not offer exchanges. If an eligible claim is approved, we will issue a refund to the original payment method.

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

1. Made-to-order products

Our products are made to order especially for you. Except where your legal rights apply, we do not accept cancellations or provide refunds because you changed your mind, ordered the wrong size or colour, or supplied incorrect artwork or personalisation. Please check the product description, size guide, delivery address and any customisation carefully before ordering.

This change-of-mind exclusion applies only where an item is genuinely made to your specification or clearly personalised. It does not affect your statutory rights when goods are faulty, damaged, misprinted, not as described or otherwise do not conform to the contract.

2. Faulty, damaged, misprinted or incorrect items

If your item arrives damaged, has a manufacturing or printing fault, or is not the item you ordered, contact us within 30 days of delivery so we can investigate promptly.

If we confirm that the item is faulty, damaged, misprinted or incorrect, we will issue a refund to your original payment method. You will not normally need to return the item. If a return is required, we will provide instructions and cover reasonable return costs.

3. How to request a refund

Email us with:

  • Your order number.
  • A clear description of the problem.
  • Clear photographs showing the whole item and the fault, damage, incorrect print or packaging.
  • For several affected items, a photograph or video showing all affected items together if requested.
Email a refund request

4. Refund timing

Approved refunds are sent to the original payment method. We aim to process an approved refund within 5 business days. Your bank or payment provider may require additional time before the money appears. Original standard delivery charges will be refunded where required by law; any extra amount paid for premium delivery may not be refundable unless that service was not provided as agreed.

When a refund is not normally available

  • You chose the wrong size or colour or changed your mind.
  • The spelling, artwork or personalisation matches what you approved or supplied.
  • Damage happened after delivery through misuse, accident, improper washing or failure to follow care instructions.
  • There are minor differences between on-screen colours and the physical product caused by normal display and manufacturing variation.

5. Delivery problems

If tracking shows no delivery, the parcel arrives damaged, or you receive the wrong parcel, contact us promptly. If an order cannot be delivered because the address entered at checkout was incomplete or incorrect, or the parcel is unclaimed, any refund will depend on whether the parcel is recovered and the costs already incurred—unless the delivery failure was our responsibility or the law requires otherwise.

6. Your statutory rights

Nothing in this policy limits rights that cannot legally be excluded. In the UK, goods must be of satisfactory quality, fit for purpose and as described. You may have remedies, including a refund, in circumstances and for periods extending beyond our 30-day reporting request. The 30-day request helps us investigate quickly and does not replace or shorten those legal rights.

Questions or refund requests can be sent to: shawn.c374@gmail.com.