Refund policy

Returns and Refunds

Returns:
We do not accept returns or cancellations for personalised frames or cards as they are made to order and cannot be resold.

Under EU consumer protection law, customers generally have a 14-day right to withdraw from distance purchases. However, this right does not apply to goods that are made to the consumer's specifications or are clearly personalised. As all of our products are custom-made and personalised to your requirements, they are exempt from the statutory 14-day withdrawal (cooling-off) period and cannot be returned or cancelled once production has begun.

Damaged or Defective Items:
If your item arrives damaged or defective, we will provide a replacement at no cost to you. You do not need to return the damaged item.

To initiate a replacement:

  1. Contact us within 30 days of delivery.

  2. Provide photos of the damage and the outer packaging.

  3. Once verified, a new item will be dispatched within 3 days.

Exchanges:
We do not offer exchanges as all items are made to order and personalised specifically for each customer.