Cancellations, returns and refunds

1.19 Your right to cancel an order for goods starts the moment you place your order. If you wish to cancel an order for a personalised items, please do so within 3 days of placing the order and a full refund will be issued. We may still cancel the order after 3 days, however, this is not guaranteed.

1.20 To meet the cancellation deadline, please notify us via email or phone about cancelling the order. Refunds will only be provided if order has not been dispatched. 

We have a 14-day refund policy, which means you have 14 days after receiving your item to request a refund. 

You can request a refund in case you received a defective item or if you are dissatisfied with the item's quality. 

To request a refund, you can use contact us page to start your request. If your request is accepted, we’ll issue a refund notice. Once processed, you will receive a full refund on your original payment method. Items sent back to us without first requesting a refund will not be accepted.

Please note that Personalised Items are only refundable if the item arrived damaged or faulty. This is to keep our customers' privacy since we are unable to reallocate personalised items to other customers.

1.21 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us in their original condition to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

1.22 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

1.23 Once you have notified us that you wish to cancel the order, you may exchange for another item on our site or in store. 

1.24 You will not have any right to cancel an order for the supply of any of the following goods:

(a) the supply of goods or services where prices are dependent upon fluctuations in the financial markets, which are beyond the control of the retailer.

(d) Handmade items made to order. 

1.25 In addition you will lose your right to cancel if you:

(a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.
(b) Items that have been used or taken out of packaging. 
(c) combine goods with other goods after delivery so that they become inseparable.