Returns & Refunds Policy

Your consumer rights

All products, including personalised and made-to-order goods, remain covered by applicable consumer guarantees. A claim is not limited to damage visible on delivery.

For a major failure, you can choose a refund or replacement. For a minor failure, we will provide a remedy required by law within a reasonable time. Other legal remedies, including compensation where applicable, remain available. A statutory refund is not restricted to store credit. Reasonable return costs will be reimbursed where a problem is confirmed.

Personalised and custom-specification products

We do not offer change-of-mind returns, exchanges or refunds for goods personalised or made to your bespoke specifications, such as a name, photograph, logo, supplied artwork, custom wording or dimensions. This also applies to customer-supplied details reproduced correctly from the order or an approved proof.

This exclusion does not apply where we supply an incorrect item, make a production error, or a product fails a consumer guarantee.

Non-personalised catalogue products

For non-personalised catalogue products, you may request a change-of-mind return within 14 days of delivery for an exchange or store credit. This includes standard catalogue designs made after ordering in the offered sizes, colours and print placements.

Items must be unused, unwashed, undamaged and in resaleable condition, with tags and original packaging where supplied. Please contact us with your order number before posting the item so we can provide return instructions. Send the approved return within 14 days of receiving those instructions.

You pay return postage and any postage for an exchange. Any original postage charge is not credited for a change-of-mind return. Exchange or credit value is the price paid for the returned item. We do not deduct a restocking fee. If your requested replacement is unavailable, we will offer store credit.

These time limits and condition requirements apply only to voluntary change-of-mind returns, not consumer-law claims.

Damaged, faulty or incorrect products

Use our contact form with your order number or another proof of purchase, a description of the problem, and clear photographs of the item and packaging where possible. Please report delivery damage promptly and keep the packaging while we assess the issue. There is no fixed photo-submission deadline that removes your statutory rights.

If photographs are not possible or do not show the problem, contact us so we can arrange another reasonable assessment method. We may need to inspect the item. Please contact us before posting it so we can arrange suitable return instructions, including collection where legally required.

Processing returns

We will assess returned goods and explain the outcome and next steps. Refunds will be made to the original payment method where possible, unless another method is agreed. Your payment provider's processing time may affect when the money appears in your account.

Contact

Use our contact form for return instructions. Include your order number if available. Please do not send goods to an address taken from a parcel label without checking that it is the correct return address.