Standard Refund Policy
Personalised Products: Due to the personalised nature of our products, we are unable to accept returns or offer refunds unless the item is faulty, damaged, or if you receive the wrong item.
Contacting Customer Care: If you encounter any of these issues, please contact our customer care team. Provide your order number, name, address, details of the product, and the reason for the return. Specify whether you require a refund or a replacement.
Addressing Faulty or Damaged Items
Our Commitment: We always strive to send out products in perfect condition. However, in rare instances such as damage during shipping, your item may arrive unsatisfactory.
Contact Us Promptly: If you receive a faulty, damaged, or incorrect item, please contact us at as soon as possible.
Provide Information: To help us address the issue quickly, please include:
Name
Email Address
Postal Address
Order Number
Details of the problem or fault
Photo of the fault (if possible)
Photographic Evidence: In some cases, we may request photographic evidence before processing your claim.
Refund Processing Time
Refund Timeline: Refunds can take up to 1 week to be actioned from the moment your claim is accepted.
Bank Processing: Once actioned, it may take 2-5 working days for the refund to appear in your bank account as a credit.
Multiple Refund Requests
Policy on Persistent Claims: In cases of persistent claims for refunds from the same individual or group of individuals, we reserve the right to refuse further refunds or orders.
Communication: We will inform such customers of our decision in writing, via email, or over the telephone.
No Cooling Period for Personalised Items
Distant Selling Regulations: Please note that there is no cooling-off period under the Distant Selling Regulations for any item that is personalised or made to order.
Our Commitment
We are committed to providing high-quality personalised gifts and excellent customer service. While we cannot accept returns for personalised items, we will promptly address any issues related to faulty, damaged, or incorrect items to ensure your satisfaction.
If you have any questions or require further clarification regarding our refund policy, please feel free to reach out to our customer care team.