Exchanges & Returns
Returns & Exchanges
Due to the custom and hand made nature of the product we do not accept returns or exchanges. If the product is faulty, please see below.
Refunds and replacements will not be offered if the customer:
- simply changes their mind
- decides they do not like the purchase
- decides they have no use for it
- damages the goods by not handling carefully as per our Product Care, and/or mounting items securely to surfaces
Our Personalised Products and Custom Designs are made-to-order according to each customer's specifications, so changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution if we receive notification within time period specified above.
Faulty or Damaged Goods
Each item is inspected prior to delivery to ensure only the highest quality product is sent to you. After the final inspection a photo of the item it taken and stored. If you have received your product and believe your item is faulty please send us a photo and your order number to firstname.lastname@example.org and we can help you out.
We do not accept responsibility for damage occurred during delivery
If your item arrives damaged please contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you. We’ll assess damage on a case-by-case basis, and it’s at our discretion to determine whether an item can be returned and replaced or repaired on the basis of damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.
Please double check your order before finalising the checkout, because once your order is confirmed, we’re unable to accept cancellations. We’ll be happy to assist you in any way we can in the selection of your items.