Returns / Refunds / Cancellations
Returns - non-perishable / non-personalised items
You may return a non-perishable, non-personalised item for a refund within 30 days of delivery. Unless the item is faulty or incorrect, you are responsible for the cost of returning it to us.
Returns - perishable / personalised items
We are unable to accept change-of-mind returns for personalised items or goods that are liable to deteriorate or expire rapidly. These items are excluded from the usual cancellation rights that apply to many online purchases.
However, if you would like to exchange a personalised or perishable item, please
contact us. Depending on the circumstances, we may be able to offer a partial refund or credit towards another item. You may be required to contribute towards the cost of the replacement.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or does not match what you ordered, please
contact us as soon as possible. We will arrange an appropriate replacement or refund in accordance with your statutory rights.
If we require an item to be returned because it is damaged, faulty or incorrect, we will provide a free returns label where appropriate.
Cancellation
You may cancel an order before it is despatched for a full refund, unless it is a personalised item that has already entered production. For non-personalised, non-perishable items, our 30-day returns policy also applies after delivery.
Refund method
If a refund is due, it will normally be made using the original payment method.
Process
To request a return, exchange or refund, please begin by
contacting us and quote the Order ID shown in your order confirmation email.
Orders Lost in Transit
If your order does not arrive within the expected delivery timeframe, we will offer a full refund or a free replacement, depending on your preference. However, we reserve the right to wait up to 10 working days from the date of dispatch before taking further action on an undelivered item, to allow for possible postal delays.
Royal Mail deliveries include delivery confirmation. If the tracking shows the item as delivered and the delivery address was correct, we will investigate the delivery. If it is established that the order was not received, we will offer a replacement or refund as appropriate.