Personalised returns & replacements
Made-to-order gifts are treated differently from standard retail goods, while production errors remain our responsibility.
Effective 22 August 2026 · Owner/legal review required before launch.
Change of mind
Correctly produced personalised goods cannot be returned or exchanged for a change of mind, spelling entered by the customer or a preview that the customer approved.
Damage, defect or our error
If an item arrives damaged, defective or materially different from the approved preview because of our production error, contact us within 48 hours of delivery with clear photographs of the item and packaging.
Resolution
After review, we may arrange a replacement, correction or refund. Keep the item and packaging until the review is complete; we will tell you if collection is required.
Natural variation
Small variations in colour, grain, placement and engraving tone can occur between screens, material batches and curved surfaces. They are not defects unless materially outside the approved design and product description.