Refund policy

Change-of-mind returns

For eligible non-personalised items, please contact us within 14 days of receiving your order if you wish to cancel and return it. You then have a further 14 days to send the item back to us.

Returned items should be in their original condition and packaged carefully, with the original packaging where reasonably possible.

You are responsible for the cost of returning an unwanted item unless it is faulty, damaged or incorrectly supplied. We recommend using a tracked service, as returned goods remain your responsibility until they reach us.

Once we have received and checked your return, we will process your refund within 14 days. Where applicable, your refund will include the original standard delivery charge. Any additional delivery costs you chose above our standard delivery service are not refundable.

You may inspect an item in the same way that you reasonably could in a shop. We may reduce the refund if the value of the item has been diminished by handling beyond what was necessary to establish its nature, characteristics and condition.

Personalised and made-to-order items

Products that are personalised or made to your specifications cannot normally be cancelled, returned or exchanged simply because you have changed your mind.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied or does not reasonably match the description or an approved design.

Handmade items

Many of our handmade products are created individually rather than mass-produced. Small variations in colour, pattern, flower or decorative-element placement, and the distribution of materials such as glitter or resin inclusions are natural characteristics of handmade products and are not normally considered faults.

Colours may also appear slightly different due to lighting, photography and individual screen settings. We will follow the selected colour palette and any approved design as closely as reasonably possible.

This does not affect your rights where an item is faulty, significantly different from its description or does not reasonably match an approved design.

Faulty, damaged or incorrect orders

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible. Please include your order number, a description of the problem and clear photographs where appropriate.

We will work with you to arrange an appropriate repair, replacement or refund in accordance with your statutory rights.

How to request a return

Please contact us using our Contact page before sending anything back. Include your order number and a short explanation of the reason for the return.

We will confirm the return instructions and return address where appropriate.

Nothing in this policy affects your statutory rights.