Returns Policy
Consumer Rights Act 2015
Under the Consumer Rights Act 2015, goods purchased from a retailer must be as described, fit for purpose, and of satisfactory quality.
Up to 30 days: You have the short-term right to reject a faulty item for a full refund.
Up to 6 months: If an item is faulty, the retailer must be given one opportunity to repair or replace it. If this fails, you can claim a full or partial refund. It is legally assumed the fault was present upon purchase unless the retailer proves otherwise.
Up to 6 years (5 years in Scotland): You can pursue a legal claim if an item fails prematurely, though the burden of proof switches to the consumer to prove the fault was inherent at the time of sale.
If you’ve changed your mind
Goods that are personalised do not have a ‘cooling off’ period. Personalised items may not be exchanged or refunded.
Bought Online: You have a legal right under the Consumer Contracts Regulations to change your mind and cancel your order within 14 days of receiving it. You then have another 14 days to send it back.
Bought In-Store: You do not have a statutory legal right to return goods simply because you changed your mind. However, many high-street retailers offer 28 to 30-day “change of mind” goodwill policies.
Faulty Items: If the item is faulty or not as described, you have a legal right to reject it and claim a full refund within 30 days of purchase, regardless of where you bought it
If your item is faulty or damaged
Personalised items will only be eligible for a refund or exchange if the product itself is faulty. Personalised and tailor-made items are exempt from the Consumer Contracts Regulations. In the event of finding a fault relating to the product you have received or the print that we have applied for you inform us by email by filling in the contact form on our contact page within 12 hours of delivery, so we can act to rectify this for you.
Please provide us with photographs of any issue(s) with the item(s) you have received.
More information in our Terms And Conditions
What are the refund options?
The following refund options are supported:
- Refund to the original payment method (7 working days)
- Refund to store credit (1 working day)
Returns
Please follow the steps below to return your parcel to us:
- Please fill in the form below
- Wait for an email confirmation for return authorisation, this should be less that 24 hours.
- Re-pack the item.
Attach your label and address it to us. - Return the package and obtain proof of postage.
- Please do not post the package without obtaining a proof of postage. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are therefore non-refundable unless faulty.
- Any items that do not reach us are the responsibility of the customer.
- Keep your proof of postage safe as you will need this as your proof of return.
- Once your return is received and inspected, a refund of the item/s (excluding any delivery charges unless faulty) will be processed and a credit will be automatically applied to the original payment method or Store Credit (depending which method you chose). It will take up to 7 working days to refund your account, this depends on the return method, you will receive an email stating your refund has been credited or denied and the reasons.
Please read our Terms And Conditions for more information.
We are here to help with your return if you have any questions or problems, please Contact Us
Please fill in the form below
