Returns & Refunds

For eligible non-personalised items, you have a legal change-of-mind cancellation period of 14 days after receipt. You can also cancel before delivery.

In addition, our own promise lets you return a non-personalised item within 30 days of receipt for a refund if it is in its original, sellable condition with all packaging and components. Those condition and packaging requirements apply to the additional promise, not your legal cancellation right or faulty-goods rights.

The statutory change-of-mind right does not apply to goods made to your specification or clearly personalised. However, we will change or cancel a personalised item if production has not started. Once production starts, we cannot guarantee changes or accept a change-of-mind cancellation. Simply being made after an order is placed does not by itself make a standard item exempt.

Personalised goods must still be of satisfactory quality, fit for purpose and as described. The exception does not take away your rights if something is wrong with them.

Tell us clearly that you want to cancel. You can email us; include your order number if available. The cancellation form in our terms and conditions is optional.

For the legal cancellation right, notify us during the 14 days after you or your nominated recipient receive the goods. If one order arrives in separate deliveries, the period runs from receipt of the last item. Then send the goods back within 14 days of telling us.

Contact us for the appropriate return address. You do not need our approval to exercise your legal cancellation right. You pay return postage for a change-of-mind return; we cover reasonable return costs for faulty or incorrect goods.

For legal cancellation of the whole order, we refund the goods and the standard delivery charge you paid within 14 days of receiving them back or receiving evidence that you sent them back, whichever is earlier. An extra charge for premium delivery does not have to be refunded for a change-of-mind cancellation. Refunds use the original payment method unless you agree otherwise, with no refund fee. If you cancel before any goods are supplied, we refund within 14 days of your cancellation notice.

You can inspect goods as you would in a shop. We may reduce a change-of-mind refund for a loss in value caused by handling beyond what is necessary to check their nature, characteristics and functioning.

If returning under our additional 30-day promise instead, contact us for instructions and return the item within 30 days of receipt in the condition described above.

Email us and explain the problem. A photo can help, but is not a condition of your statutory rights. We may need to inspect the item and will cover reasonable return postage.

You can normally reject goods that do not meet your statutory rights for a full refund within 30 days of delivery. You may request a repair or replacement instead.

Your rights continue after 30 days. A repair or replacement must be provided within a reasonable time and without significant inconvenience. If neither is available, an attempt fails, or the remedy is not provided as required, you may be entitled to a price reduction or to reject the goods.

A refund for faulty goods includes the postage costs you paid. It goes back to your original payment method within 14 days of us agreeing that you are entitled to it.

Email us immediately. If your gift has not entered production, we will change or cancel it. Once making has started, we cannot guarantee changes.

Follow the product's instructions and check what you enter. Where a “Check your details” summary is available, use it for a final review. If we have not followed the agreed personalisation, contact us under the faulty or incorrect goods procedure above.

Contact us and explain what has gone wrong, including your order number if available. If we have made a mistake, we will work with you to put it right. Nothing in this policy limits your statutory consumer rights.