Refund policy
From our terms and conditions:
6. Delivery (Shipping):
6.1 All Goods purchased from us will normally be delivered within 7 business days to you after the date of our Order Confirmation (email/text) unless otherwise agreed or specified during the Order process. Please note bespoke Goods may take 14 business days from receipt of your digital proof, payment of your invoice AND (where necessary) stock being ordered from our suppliers.
6.2 Orders will be delivered by a third party – you may be required to sign for the order (depending on the postal service you have agreed with us). Should your Order not arrive by the estimated delivery date, you should contact us in writing as soon as possible so we can investigate.
6.3 If no one is available at your delivery address to receive the Goods and the Goods cannot be posted through your letterbox or left in a safe place nominated by you, the delivery company will leave a delivery note explaining how to rearrange delivery or where to collect the Goods.
7. Consumer Cancellation and Returns
This section applies only where you are purchasing as a consumer (not in the course of business).
7.1 Right to Cancel (Standard, Non-Personalised Goods)
You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise this right, you must notify us in writing within 14 days of delivery.
You then have a further 14 days to return the goods to us.
Returned goods must:
- Be unused and in their original condition
- Be returned in original packaging where reasonably possible
- Be accompanied by proof of purchase
You are responsible for the cost of returning the goods unless the goods are faulty.
We will issue a refund to your original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been returned.
7.2 Personalised or Bespoke Goods
Under the Consumer Contracts Regulations, the right to cancel does not apply to goods that are personalised or made to your specification.
Personalised, bespoke or custom-printed goods cannot be returned unless they are faulty or damaged.
If an item is faulty or damaged, you must notify us within 14 days of delivery and we will arrange a replacement or refund where appropriate.
7.3 Faulty Goods
Nothing in these terms affects your statutory rights.
If goods are faulty, damaged or not as described, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.
8. Business Customers
Where goods are purchased in the course of business:
8.1 Orders may not be cancelled once accepted except with our written agreement.
8.2 Business customers must inspect goods on delivery and notify us of any damage or defect within 72 hours.
8.3 Accepted returns may be subject to restocking or handling charges.