SHIPPING & RETURNS
All products are customer made to order in our production facility in the UK.
Despatch times are clearly displayed on each product page as some of our custom products do take a little longer to produce.
Orders are normally held until all items have been produced and dispatched together, in order to keep the delivery costs low. The estimated despatch date for the order is also shown in the cart before checkout.
Please report non-delivery of goods within 10 days after the designated despatch date. Situations of non delivery will be thoroughly investigated and rectified immediately. We reserve the right to reject any claims of non-delivery that are not reported within 20 days of despatch date.
Goods lost due to incorrect address details supplied at checkout are the responsibility of the customer.
All personalised items are custom made to order, these items are therefore excluded from the distance selling regulations 7 day return policy.
If your items are defective or there has been an error in production, we will always offer to produce replacement items where possible in the first instance.
All returned items must be marked with a valid RMA number, obtained by phone or email when issue is reported. Any unauthorised returns will be refused deliver; we cannot be held liable for unauthorised returns.
If you have made an error in your order, any amendments must be submitted by email to firstname.lastname@example.org immediately. Whilst we will always do our best to accommodate amendments, once your order has been received, we cannot accept responsibility for incorrect names or details.
Incorrect Address Policy
It is the customers obligation to enter the correct delivery address details at the time of ordering. If a wrong address is submitted and products are delivered to an incorrect address, we will not issue a refund or send replacement goods.
If your goods are returned to us because of an incorrect address, we are not obliged to re-send the order at our expense.
Please reduce the risk of this happening by entering your full and complete postal address. If you make a mistake and enter the wrong details, please contact us immediately by telephone or email after hours.
Items Returned Due to Non-Delivery
If an order is returned to us as a result of either an incorrect address, refusal to accept the delivery or failure to acknowledge cards left by delivery companies, the customer will be responsible for any additional redelivery costs incurred.