In order to receive a refund or exchange, all purchases will need to be returned.

 

I will happily refund or exchange any item*, whether it is damaged, not as described, wrong size, or just unwanted, but the original purchased item must be mailed back to me first, in the same condition it was received (labels must still be attached). You have 14 days from the date you received the order, to let me know you wish to return. After that you have a further 14 days to make sure the return has been sent back to me. Once it has been received back, I will action the exchange or refund, whichever your preference is. In all cases, postage will need to be paid for by you, or item(s) placed back in its original packaging and marked return to sender, in order to get it back to me.

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Where an exchange is required, it could take up to two weeks to send again. I will try my best for this not to be the case, but as I need to reorder the item you require and then re-make it, often these are added to my order sheet to make sure they get completed. Of course, where there is an urgency I will try to make turnaround times as quick as possible.

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Where refunds are required, the purchase price will be refunded but not the postage charge associated with it. Only in certain circumstances will a refund include the original postage cost and this will usually be when the product is damaged and therefore my responsibility to sort out. If you are returning an item that is damaged and have paid postage to return the item, I will also cover the cost of this.

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*Items which are personalised/customised will not be eligible for exchange or refund unless the item is faulty. This means anything that you have added a name to, chosen a specific design order for, added text to, or had as a custom order etc. will not be eligible for exchange or refund. If there is a problem or fault with the item in question, I will of course rectify the situation for you.