Refund policy
Last updated: 29/07/2024
We have a 14-day return policy. You have 14 days after receiving your item to request a return, and another 14 days to return the goods once your return has been approved.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
To start a return, contact us. If your return is accepted, we’ll send you instructions on how and where to send your package. The buyer is responsible for covering all return costs. Items returned to us without first requesting a return will not be accepted.
Feel free to reach out to us if you have any questions.
Late deliveries
Please note, that our team and delivery companies we cooperate with make a good-faith effort to meet all estimated and guaranteed delivery dates. You are not entitled to a refund because your package is late. By law, an item ONLY needs to be delivered within 30 days to be seen as delivered on time.
However, if you paid for express delivery or extra for a package to arrive on a specific day, then you may be entitled to a refund on the charge for the delivery. Be aware that you'll only get back the difference between the price of the lowest, or most common, delivery option, and the more expensive option you chose.
Damages and issues
Please inspect your order upon reception and contact us IMMEDIATELY if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right. Remember to take pictures of the item and the packaging, front and back. You will need them to open your claim.
DON'T LEAVE IT TOO LATE, always inspect your order once received!
Exceptions / non-returnable items
Certain types of items cannot be returned, like CUSTOM products (such as special orders, all custom-made or personalised items) and all EDIBLE products. Please get in touch if you have questions or concerns about your specific item.
Cancellation fee
Custom, made-to-order and all personalised items are subject to a cancellation fee of 25% (minimum charge of £5) per item if a cancellation request is made after the work on the project has started/been completed.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.