Our policy lasts 14 days. If 14 days have gone by since you have received your package, we unfortunately cannot offer a refund or exchange.
To be eligible for a return, your item must be un-personalised, and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase and for you to initially contact us at email@example.com.
Please do not send your purchase back without first gaining the go-ahead from our team.
We only refund items if they are defective and/or un-personalised. This means that if the standard template was changed in any way, (e.g. change of writing to the customers name, or changing Underlayer colours) then we may not accept your refund.
If you need to return a product, please feel free to send us an email at firstname.lastname@example.org
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective and/or un-personalised. This means that if the standard template was changed in any way, (e.g. change of writing to the customers name) then we may not accept your refund.
If you need to exchange, please feel free to send us an email at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.