Returns & Refunds
Changing your mind
If you are a UK consumer purchasing online, you normally have the right to cancel your order within 14 days of receiving it, even if the item is not faulty. Once you have told us that you wish to cancel, you then have a further 14 days to return the item.
Please contact us before returning anything so we can provide the correct return instructions.
Condition of returned items
Returned items should be kept in their original condition and, where possible, returned in their original packaging.
You may inspect an item in the same way that you would in a shop, but we may reduce the refund if the item has been used or handled beyond what is reasonably necessary and this has reduced its value.
Return postage
Unless an item is faulty, damaged, incorrect or otherwise not as described, the customer is normally responsible for the cost of returning it.
Where a cancellation right applies, we will also refund the cost of the standard delivery service originally paid. If you selected a more expensive delivery option, any refund of the original delivery charge is limited to the cost of our standard delivery option.
Custom, personalised and bespoke items
The statutory right to cancel for a change of mind does not normally apply to goods that have been made to your specification or clearly personalised.
This may include items made to non-standard dimensions, personalised products or other bespoke work created specifically to your requirements.
This does not affect your rights if the item is faulty, damaged, not as described or otherwise fails to meet your statutory rights.
Faulty, damaged or incorrect items
If an item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible with your order number and clear photographs of the item and packaging where relevant.
UK consumer law requires faulty or misdescribed goods to be remedied, and your statutory rights cannot be restricted by our returns policy.
Missing items
In the unlikely event that you believe something is missing from your order, please contact us with your order number and details of the issue.
As part of our quality-control process, orders are packed under video recording, which helps us review any packing query accurately. We will check the order and arrange the appropriate resolution where required.
Refunds
Where a refund is due following a change-of-mind cancellation, it will normally be issued within 14 days of receiving the returned goods, using the original payment method.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Cancelling or changing an order before dispatch
If you need to cancel or change an order, please contact us as soon as possible.
We will always try to help, but many of our products are made to order and production may begin shortly after purchase. Where an item has been personalised or made specifically to your requirements, cancellation may no longer be possible once work has begun.