Refund policy

To provide you with a seamless shopping experience, we have established a clear and transparent return policy.

Please be aware of our return policy for personalised items:

  1. Personalised Items: We regret to inform you that personalised items cannot be returned or exchanged. These products are custom-made to your specifications and cannot be resold, so we are unable to offer returns or refunds for them.
  2. Damaged or Defective Personalised Items: In the unlikely event that you receive a damaged or defective personalised item, please reach out to our customer support team right away. We will collaborate with you to address the issue, either by providing a replacement or issuing a store voucher for the value of the damaged product. To assist with this process, please provide detailed information and, if possible, include photos of the product and packaging
  3. Non-Personalised Items: For non-personalised items, you can return eligible products within 7 days of delivery, as long as they are unused, in their original condition, and in the original packaging. Please contact us directly to arrange a return.
  4. Missing or Lost Parcels: Please be aware that it is the customer's responsibility to track lost or missing parcels. If your order has not arrived within 14 business days of receiving your tracking information, please contact us as soon as possible. We will make every effort to help locate your parcel. We cannot be held responsible for lost or missing parcels.
  5. Please note: Given the nature of our products, we do not offer refunds on any orders. Instead, we provide replacements where applicable or issue a store voucher equivalent to the product's value. Please note that cancellations are not allowed once a product is in production. However, in certain cases, we may offer a voucher for the product's value if it is non-personalised and able to be resold. We strongly recommend reviewing your personalised order carefully before submitting it to ensure that all customisation details are correct and satisfactory. By making a purchase, you agree to our terms and conditions, including our returns policy. If you have any questions or need further clarification, please contact our customer support team. We are here to help and provide any necessary information.