Refund policy

Returns & Exchanges Policy (UK Customers)

Last updated: 04:22 19/11/2025

We want you to be fully satisfied with your purchase. Because many of our products are handmade to order and therefore treated as custom or personalised items under UK consumer law, different return rules apply compared with standard retail products. This policy explains your rights and our procedures in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Custom / Handmade-to-Order Products

Most of our items are made specifically for you once your order is placed. Under the Consumer Contracts Regulations, customers do not have an automatic right to cancel or return custom-made or personalised items simply because they change their mind.

However, we want to be flexible and fair, so we offer the following goodwill options:

2. Goodwill Partial Refund (Custom Items)

If you wish to return a handmade-to-order product for any reason other than it being faulty:

  • You may request a partial refund within 14 days of receiving your order.

  • As the item is custom-made, we will deduct 50% of the product price to cover production costs and loss of value.

  • The item must be returned unused and in its original condition.

  • Original postage charges and return postage costs are non-refundable.

This partial refund policy is offered voluntarily and does not affect your statutory rights if the item is faulty.

3. One-Time Size Exchange

If the product does not fit, we offer a one-time free exchange for the same product in a different size, subject to the following:

  • The request must be made within 14 days of receiving the item.

  • The item must be returned unused and in its original condition.

  • The exchange itself is free but you are responsible for postage costs (return postage + postage for the replacement item).

  • Exchanges are limited to one exchange per order/item.

  • Exchanges can only be made for a different size, not a different product or design.

4. Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect:

All items are individually handmade and thoroughly quality-checked before dispatch, so they should arrive in perfect condition. Any damage on arrival is typically due to issues during shipping. Please notify us within 30 days of delivery and provide photographs of both the item and packaging so we can assist you and take the matter up with the courier where appropriate.

5. How to Request a Return or Exchange

To start a return or exchange, please contact us HERE

Please include:

  • Your order number

  • The item you wish to return/exchange

  • The reason for the request

  • Photos (if applicable)

We will provide instructions on how and where to send the item. Please do not return anything before contacting us.

6. Condition of Returned Items

Returned products must be:

  • Unused

  • Unworn

  • In their original condition

  • Complete with any tags, packaging, or accessories

We cannot accept returns that show signs of wear, damage, or use.

7. Refund Processing Times

Refunds are issued to your original payment method within 7–10 working days of receiving and inspecting the returned item.
Postage charges are not refundable except in the case of faulty or incorrect items.

8. Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.