Terms & Conditions

These terms explain how we take orders, deliver your gifts and help with cancellations, returns and problems.

Last updated 10 September 2026.

About us

Make It Your Way is a trading name of TRANSPORT CONCIERGE LIMITED, registered in England and Wales under company number 05348983. Our registered office is 7 Grove Court, Marr, Doncaster, South Yorkshire, DN5 7AL.

Contact us through our contact page or email [email protected]. Nothing in these terms takes away your statutory consumer rights.

Products and personalisation

Read the product description and personalisation instructions before ordering. Images illustrate the product and colours can look different on different screens, but your goods must match their description and any agreed personalisation.

Check the wording, spelling, dates and images you submit. Where a “Check your details” summary is available, use it to review your entry before adding the gift to your basket. Options and instructions depend on the product.

If you spot a mistake, email us immediately. If production has not started, we will change or cancel the personalised item. Once production has started, we cannot guarantee changes or accept a cancellation simply because you have changed your mind. This does not affect your rights if the item is faulty, not as described or otherwise fails to meet your statutory rights.

When you supply wording or an image, you confirm that you have permission to use it and that it is not unlawful, offensive or infringing someone else's rights. If we decline to make an item because its content is unsuitable, we will tell you and refund you in full.

Orders, prices and payment

After you order, we send an automated acknowledgement showing the products ordered. This acknowledges receipt; it is not acceptance. We accept your order when the goods are dispatched, which is when the contract is made.

Prices are shown in pounds sterling. Delivery charges and the total payable are shown before you pay. If we find a pricing error before accepting your order, we will explain it and offer you the choice of continuing at the corrected price or cancelling for a full refund. We will not charge a higher price without your agreement.

Payment is taken when you place your order. If payment cannot be completed, we may cancel the order. If we cannot accept an order for which payment has been taken, we will refund it.

Payments are processed through our secure payment providers, Stripe and PayPal. Cards and supported wallets, including Apple Pay and Google Pay where available, are offered according to the options shown during payment. The provider's terms apply to its payment service.

Delivery

We currently deliver within the UK. Available services depend on the product and destination. Enter your full postcode on the product page to check options, costs and estimated arrival; the options and charges for your whole basket are confirmed at checkout.

Check the product's preparation estimate as well as its delivery options. Dispatch and arrival estimates are not guarantees. A Next Day message relates only to eligible gifts and the selected service; postcode exceptions can apply. If a delivery date is essential, contact us before ordering so we can tell you whether we can agree to it.

Unless we agree a different delivery period, we will deliver without undue delay and within 30 days of the contract being made. Estimates do not remove your legal remedies for late delivery, including where an agreed essential date is missed or an appropriate additional delivery period expires.

Orders may arrive in separate packages from different warehouses. We remain responsible for goods in transit until they come into your physical possession, or that of a person you nominate to receive them. Contact us about a missing parcel: we will investigate with the courier and replace or refund goods lost in transit.

See our delivery policy.

Cancelling and returning non-personalised items

Your legal cancellation right

You can cancel an eligible non-personalised order before delivery or during the 14 days after you, or your nominated recipient, receive it. Where goods from one order are delivered separately, this period runs from receipt of the last item.

Tell us clearly that you want to cancel. Emailing [email protected] is an easy way to do this. Include your order number if available. The form below is optional; your right does not depend on a particular form.

Send the goods back within 14 days of telling us. Contact us for the correct return destination; 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 where goods are faulty or do not meet your statutory rights.

For cancellation of the whole order, we refund the goods and the standard delivery charge you paid. If you chose a more expensive delivery service, we do not have to refund its additional cost for a change-of-mind cancellation. We refund within 14 days after receiving the goods back or receiving evidence that you sent them back, whichever is earlier, using the original payment method unless you agree otherwise. We do not charge a refund fee. If you cancel before any goods are supplied, we refund within 14 days of your cancellation notice.

You may inspect the 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 establish their nature, characteristics and functioning.

Our additional 30-day return promise

In addition to that legal right, if you are unhappy with a non-personalised item, you may return it within 30 days of receipt for a refund, provided it is in its original, sellable condition with all packaging and components.

Those condition and packaging requirements apply to this additional promise. They do not restrict your legal cancellation right or rights concerning faulty goods. Contact us for return instructions.

Personalised and made-to-specification goods

The statutory change-of-mind cancellation right does not apply to goods made to your specification or clearly personalised. This is separate from our promise to change or cancel a personalised item if production has not started. Simply being made after an order is placed does not by itself make a standard item exempt. Personalised goods retain the same statutory protections for quality, fitness for purpose and description as other goods.

Optional cancellation form

You can copy this into an email to [email protected] or send it by post:

To TRANSPORT CONCIERGE LIMITED (Make It Your Way), 7 Grove Court, Marr, Doncaster, South Yorkshire, DN5 7AL. I give notice that I cancel my contract for the following goods: [items]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Order number, if available: [number]. Date: [date]. Signature, only if sent on paper: [signature].

The address above is our registered office and an address for cancellation notices. Contact us for the appropriate destination before posting goods.

Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for purpose and as described. If they do not meet these requirements, you can normally reject them for a full refund within 30 days of delivery. You can request a repair or replacement instead.

After the short-term rejection period, you may be entitled to a repair or replacement. If neither is available, an attempt fails, or the remedy is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods. Your rights do not end after 30 days.

Email us to explain the problem. Photos can help, but are not a condition of your statutory rights. We may need to inspect the goods and will cover reasonable return postage. A refund for faulty goods includes the postage costs you paid and is made to your original payment method within 14 days of us agreeing that you are entitled to it.

See our returns and refunds policy for practical steps.

Packaging and recycling

Packaging protects your gift in transit. Reuse it where practical and check your local council's guidance before recycling it. Accepted materials vary by area. Find local information through GOV.UK recycling collections.

Using our website

The website's content, design and branding are protected by intellectual property rights. You may browse and use it for personal shopping. Reproducing protected content for other purposes requires the relevant rights holder's permission, except where the law permits it.

Our responsibility to you

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or if you and we knew it might happen when the contract was made.

We do not exclude or limit liability where doing so would be unlawful. This includes death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory consumer rights.

Applicable law and courts

These terms are governed by English law. This does not take away mandatory consumer protections that apply where you live. Consumers in Scotland or Northern Ireland may also bring proceedings in their home country's courts; these terms do not require them to use only the courts of England and Wales.

If a term cannot lawfully be enforced, the others continue to apply where they can do so fairly and lawfully.

Questions and complaints

If something has gone wrong, email [email protected], including your order number if available, and we will work with you to put it right. You can also seek independent consumer advice from Citizens Advice.