Returns & Refunds
If you are unsatisfied with your order for any reason, please do not hesitate to contact us, quoting your order number, at firstname.lastname@example.org
Returns, change of mind
Items must be returned unused, in their original condition and packaging within 14 days of receipt. Please note personalised, bespoke, custom-made items are non-refundable unless faulty or damaged. Refunds for 'change of mind' returns do not include the original shipping cost and will be for the purchase price only.
To return a product simply send us an email to email@example.com letting us know the item you wish to return along with the order number.
You will then have a further 14 days to send the items to:
9 Northfield Avenue
Please ensure all items are packaged sufficiently and securely to withstand delivery. We recommend that you use a recorded and insured delivery and keep the receipt as we will not be able to accept liability for goods damaged or lost in transit. Please note that you will be responsible for paying the shipping costs for returning your item.
Returns, damaged and faulty goods
We hand-press or hand-sew all our products and so every order is inspected in great detail before dispatch and we make every effort to ensure your goods travel to you in tip top condition.
In the unlikely event that your order arrived damaged or faulty please accept our sincere apologies and email us at firstname.lastname@example.org within 48 hours of receiving your order with a photograph of the damaged item and your order number. If it was damaged during transport, please include a photograph of the damaged packaging as well.
We will then be in touch as soon as possible to resolve the issue at no extra cost to you. This would normally be a replacement or refund, depending on the circumstances.
Returns, bespoke or personalised goods
Unfortunately we are unable to offer returns or refunds on bespoke or personalised goods once received for change of mind. All bespoke and personalised goods are agreed upon in writing before being made and shipped. Our refund policy on damaged or faulty goods still applies.
Terms and conditions
- We aim to refund you as as soon as possible but please note that this can take up to 14 days from the date we receive your delivery.
- Refunds will be made to your original method of payment.
- Personalised, bespoke, custom-made are non-refundable unless faulty or damaged.
- We cannot be responsible for interest charges made by your credit or debit card company whilst waiting for returns to be refunded to your card.
- We are unable to cover any customs, local taxes or import duties/VAT when you return an item to us.
Our Returns & Refund policy does not affect your statutory rights.
Have any questions? Please don’t hesitate to contact us.