We have a 14-day return/exchange policy, which means you have 14 days after receiving your item to request a return and exchange.
To be eligible, your item must be in the same condition that you received it, unused and in its original packaging. Please provide us with your order number and photos of the product you’re dissatisfied with. We double check each item prior to shipping, and we take photos of all products prior to placing them into the packaging and once they are in the packing to be shipped.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, a member of our team will provide you with instructions.
Shipping is included in your purchase but not for return/exchange items.
Please note customers are responsible for all return shipping charges except for products damaged in transit. Shipping fees and taxes are non-refundable.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. As mentioned above, we take photos of all items just before shipping to assure that they are in good condition.
Exceptions / non-returnable items
Certain types of items cannot be returned including custom products such as special orders or personalised items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return/exchange and let you know if the exchange was approved or not. We do not do cash refunds but can approve a credit to purchase another item. If approved, you’ll be automatically sent an exchange code to use on another purchase. Please remember it can take a few days to process your credit note but we will attempt to be as efficient as possible.
Returns for Personalised and Made to order products
If you have ordered a personalised product, we can only provide a refund if the product does not match the description that was decided on, is faulty or not fit for the purpose.
Please contact us at firstname.lastname@example.org to advise if you have an issue with a personalised or made to order product.