Returns & Refund Policy
Our Returns Policy should be read in conjunction with our Terms and Conditions.
It is important that you check your order upon receipt and if there are any problems you must contact us within 7 days so that we can resolve the problem.
Returning Orders
If you are returning an item, please ensure that you return it in its original packaging. You will bear the cost of returning the item/s unless the problem is on our part.
Reimbursements
Reimbursements will be made once the item has been received and will be repaid using the same means of payment as you used for the initial transaction which will take up to 3 working days. Postage costs will not be reimbursed.
Personalised items
Unfortunately, personalised are non-refundable unless the problem is on our part.
FAQ
What should I do if I receive an incorrect item?
All handmade items are carefully checked before despatch, however if you have received an incorrect item then please contact us as soon as possible so that we can resolve the problem.
What should I do if my item is damaged?
Although we ensure that your item has been securely packed, it is possible that problems may arise, therefore please contact us as soon as possible so that we can resolve the problem.
How do I report a fault with my product?
As much as we ensure that your item is carefully checked for faults before despatch, please contact us as soon as possible so that we can resolve the problem.
How can I exchange an item?
If for any reason you wish to exchange an item then please contact us as soon as possible and give a reason why you wish to exchange the item.
Once your exchange request has been accepted, all returns information will be provided. Please note that you will bear the cost of returning the item. Ensure that the item is packed securely and in its original packaging with a copy of our email exchange acceptance.
Once we receive your returned item, we will send you a voucher via email so that you can use it to purchase an alternative product item.
Please note that if the item you purchase exceeds your voucher’s value, you will be prompted to pay the difference when checking out your order. However, if the value of the product item is less than the value of your voucher then we will send you a voucher for the difference which can be used next time you shop with us. Unfortunately, personalised items cannot be exchanged.
How do I return an item?
Please use our ‘Contact Us’ form quoting the product item, order number and the reason for return. Once your return request has been accepted, all returns information will be provided. Please note that you will bear the cost of returning the item unless the fault is on our part. The item must be packed securely and in its original packaging with a copy of our email return acceptance.
Note that any item/s you return is your responsibility until it reaches us. Once the item has been received, we will reimburse a full refund back to the original account used to purchase the item.
Can I return a personalised item?
Unfortunately, we do not accept returns on personalised items made just for you (unless the fault is on our part), therefore we ask that that you double check your order before making payment.
Will you refund my postage costs to return an item?
Refunds for postage costs for a returned item (for example wrong item sent, the item is faulty or damaged item on our part) will be included with the item refunded. Refunds for postage costs will not be made (for example the item is no longer required or an exchanged item).