Refunds: We strictly do not offer refunds on personalised items unless the item is faulty as can be seen below within the consumer rights section.
If you pre order an item without personalisation and it is not suitable you will be offered an exchange only.
- Cancellation: You may cancel the purchase at any time up to 14 days after delivery unless the goods are exempt from cancellation. Exemptions include pre order items, if the item is personalised, if the item is bespoke to you, if the order has already been started through our embroidery service.
- If you choose to cancel, please contact us, preferably by sending an email to email@example.com. You may use the model cancellation form, found in your parcel within the important information envelope, but you do not have to.
No amendments are guaranteed once the order is placed with us. We will amend wherever possible.
If you cancel your purchase, you must arrange and pay for the goods to be returned to us at Unit 36, Building 1 Southbank Business Centre, Normanby Road, Middlesbrough, TS6 6RS. You must do this within 14 days of notifying us of your wish to cancel.
If you cancel and return the goods as described above, we will refund the full purchase price, including the original delivery charge, on the condition that you have not used the goods or otherwise handled them so that their value is reduced. If you have handled the goods so as to reduce their value, we reserve the right to deduct an amount from the refund that is proportionate to this reduction, Refunds are provided within 14 day of receipt of returned goods.
You have the right to receive a refund for goods cancelled in accordance with the above terms, however if you would prefer to receive alternative goods from us or a credit note, please let us know and we can consider appropriate options.
- Consumer Rights: If you buy goods from us, we have a legal obligation to supply goods that are in conformity with the contract. If goods are faulty, the processes and timescales above under ‘cancellations’ do not apply. We will deal with the problem according to your consumer buying rights. If you think there is a problem with the goods purchased from us, please contact firstname.lastname@example.org
Lost mail: It is important to note the following:
we do not take any responsibility for lost mail when our courier has provided us with sufficient evidence of delivery in the form of a signature.
We use a Royal mail fully tracked service which allows us to record each parcels journey.
Please be aware that if you claim no delivery despite our courier recording your delivery as successful, we will not automatically refund or replace the items as we will open an investigation with Royal Mail to locate via GPS the whereabouts of the parcel.
This includes the safe place option. The procedure of a claim can take several weeks to process. Once Royal mail have accepted the claim and reimbursed the costs, we have lost we will then discuss the replacement of your order. If it is confirmed with the delivery service that the parcel is in fact lost, we would offer a replacement or if you no longer require the item, we will offer a refund or credit note.