Refund policy

We hope that you are happy with the item(s) that you have ordered, but if you'd like to cancel your order or request a refund, the options you have depend on the type of product(s) you have ordered and the nature of your cancellation request.

We've covered the common ones below, but if these don't apply or if you aren't sure, then please don't hesitate to contact us and we'll do our best to help.

The details listed here are meant to be a brief overview of our process. If you'd like to see more information, please check the terms and conditions of sale for the full details of your rights when you order from us.

My order hasn't been dispatched

If your order hasn't yet been dispatched, please get in touch with us as soon as possible to arrange a cancellation. If you have ordered a non-personalised item, then we will give you a full refund.

For personalised or custom-made items, we may not be able to offer a full refund if we have already begun work on your order. If this is the case, we'll be in touch with you to discuss your options.

In some instances, we may have already dispatched your order with the courier but not yet marked the order as dispatched. If this is the case, we will let you know and the next section will apply.

My order is on its way, but I haven't received it yet

If your order is already on its way to you, please get in touch with us to request a cancellation. We will contact the courier to request a stop and return for the parcel. Unfortunately this is not a guarantee and there is still a possibility that the courier will attempt to deliver the order. We advise that you refuse the delivery if this happens. We understand this isn't always possible though and if your order has been successfully delivered, please use the steps in the following section.

I've received my order and there's a problem

If you've received your order and some of the item(s) are damaged or missing, please get in touch with us.

In order for us to help you as quickly as possible, please provide:

• Your name, address and order number
• Photos of the outer packaging, including a clearly visible shipping label
• Photos showing the inside of the parcel, with the protective packaging included
• Photos showing the item(s) as well as any damage, if relevant

I've received my order but have changed my mind

If you've received your order, you can cancel the contract of sale within a 14 day period from the date of delivery. You do not need to provide a reason for returning your order. If your order arrives as multiple deliveries, this 14 day period begins from the date of last delivery.

This does not apply for items that have been personalised or are custom made, but if you have an issue with your order, please send us a message and we'll see what we can do to help.

If you'd like to exercise this right, please get in touch with us and provide the following information:

• Your name
• Your email address
• Your address
• Your order number
• A clear statement that you would like to cancel the contract of sale and return your order

Once you have let us know, you will need to return the item(s) at your cost within 14 days. Please make sure you take care to package up your items properly, as you will be responsible for the item(s) until they are returned and any damage may affect the refund due. We would recommend using a tracked method of return and insuring to the value of the order for additional piece-of-mind. You are responsible for the cost of returning your order.

We will provide a refund for the item(s) as well as any standard delivery costs that you paid, but if you selected a more expensive delivery option than our standard delivery when you placed your order, we will only refund you an amount equivalent to our standard delivery costs.

The refund amount due to you may be reduced if the item(s) have been damaged or handled beyond a reasonable amount. If we believe this to be the case, we will be in touch with you to discuss.