Returns and Refunds
Questions and Answers
Supporting Your Success
Bespoke or custom-made orders can be cancelled as long as raw materials haven’t been ordered and production hasn’t started. If production has already begun, we’re unable to cancel the order.
Yes, stock items can usually be cancelled before dispatch. Please contact us promptly if you wish to cancel a stock item order.
Stock items can be returned within 7 days, provided they are in unused, brand-new condition and re saleable at the full price. A 15% handling fee will apply, and return shipping costs are the customer’s responsibility.
Custom-made orders can only be returned if they are deemed faulty. If any alterations or modifications were made by the customer or a third party, returns are not accepted unless previously agreed upon.
For returns of stock items, refunds are generally processed within 7-10 days for debit card payments, excluding weekends and bank holidays. Proof of purchase is required for all returns.
Yes, a 15% handling fee applies to stock item returns. Please also note that the cost of return shipping is the responsibility of the customer.
If a bespoke item is found to be faulty, please contact us to arrange a return. We’ll work with you to assess the issue and discuss next steps.
Refunds are generally not available for custom-made items unless they are faulty. Modifications or alterations made by the customer or a third party may void the eligibility for a return.
Yes, proof of purchase is required for any return. Please include it with the item to ensure smooth processing of your refund.
The cost of return shipping is covered by the customer for stock items. For faulty custom-made items, please contact us for guidance on how to proceed with returns.
How we work
Our 3 Step Process
Our streamlined 3 step process ensures a smooth and efficient experience for your initial enquiry.
Start by completing our quick and easy enquiry form to tell us about your project. Provide as much detail as possible so we can fully understand your needs and create the best solution for you.
Once we receive your enquiry, a dedicated team member will review your requirements, paying close attention to the design specifications and any custom details you’ve included.
After reviewing your project details, we’ll prepare a personalised quote and send it to the email address provided. This will include an estimated cost and any additional information you may need to get started.
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