Returns & Refunds Policy

We want you to be satisfied with your purchase. Please read this policy carefully, as different return conditions apply to custom-made items and ready-made items.

1. Custom-Made or Personalised Items

Custom-made or personalised products are created specifically to your requirements. For this reason, they are exempt from our standard returns policy and cannot be returned for a change of mind.

We only accept returns for custom-made items if the item is faulty or damaged.

Return conditions:

  • You must contact us within 14 days of receiving your order

  • You must provide clear proof of the fault or damage (for example photographs)

  • The item must not have been damaged due to misuse, accidental damage, or normal wear and tear

If the fault is confirmed, we will offer one of the following:

  • A replacement item, or

  • A full or partial refund, depending on the situation

Custom-made items cannot be returned due to change of mind, incorrect choices made when ordering, or personal preference, as they have been made specifically for you.

2. Ready-Made (Non-Custom) Items

Ready-made items may be returned within 14 days of receiving your order if:

  • The item is faulty, or

  • The item is not as expected

Return requirements:

  • Items must be unused and in their original condition

  • Items should be returned in their original packaging where possible

  • Proof of purchase or order number may be required

Once we receive and inspect the returned item, we will process a refund to your original payment method.

3. How to Request a Return

To request a return, please contact us within 14 days of receiving your order and provide:

  • Your order number

  • A description of the issue

  • Photographs of the fault or damage (if applicable)

Once your request has been approved, we will provide instructions on how to return the item.

4. Return Shipping

Customers are responsible for the cost of return shipping, unless the item is confirmed to be faulty or damaged.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

5. Refunds

  • Refunds are processed after the returned item has been received and inspected

  • Refunds will be issued to the original payment method

  • Please allow 5–10 business days for the refund to appear in your account after processing

6. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-made or personalised products

  • Items damaged due to misuse, improper care, or accidental damage

  • Items returned outside of the 14-day return window

7. Contact Us

If you have any questions about your order or need help with a return request, please contact us and we will be happy to assist.
You can contact us through our 'CONTACT US' form or by emailing us at [email protected]