Refund policy

Refunds & Returns Policy

I take great care in creating and packing each item, and I hope you love your purchase. If something isn’t quite right, please read the policy below and don’t hesitate to get in touch if you have any questions.

Custom or personalised items
Due to their bespoke nature, custom or personalised items are non-returnable and non-refundable. If you have any queries or concerns, please contact me via the Contact page on this site and I’ll be happy to help.

Digital Downloads including Gift Vouchers

  • Digital gift cards are non-refundable.

  • Cannot be redeemed for cash.

  • Lost codes cannot be replaced.

Returns for non-custom items
Returns for non-custom items are accepted by prior agreement only and must be requested within 14 days of receiving your order, in line with UK consumer regulations.

  • Items must be returned unused, in perfect condition, and in their original packaging

  • The buyer is responsible for return postage

  • Buyer is responsible for all customs fees, taxes etc.

  • I recommend using a tracked service for your own peace of mind, as I cannot be responsible for items lost in transit

  • There is no restocking fee

  • Original outbound postage costs are non-refundable and will be deducted from the final refund amount

Unsellable Returns Policy

Condition of Returned Items

Returned items must be received in the same condition in which they were sent. Customers may inspect items as they would in a physical shop, but they must not be used, altered, washed, damaged, or handled beyond what is reasonable.

Due to the handmade and often delicate nature of our products, we cannot accept responsibility for damage caused after delivery.

Unsellable Items

If an item is returned to us in a condition that makes it unsellable — including but not limited to damage, soiling, staining, odours, missing parts, alterations, or excessive handling — we reserve the right to:

  • Refuse a refund in full, or

  • Issue a partial refund to reflect the loss in value.

Each return is assessed individually.

Ownership of Unsellable Returns

Where a refund is refused because an item has been returned in an unsellable condition, the item remains the property of the customer.

In this case, we will notify the customer and offer the option to:

  • Have the item returned to them at their own cost, or

  • Request that we hold the item for a reasonable period while they decide how to proceed.

If we do not receive a response within 14 days of notification, the item will be considered abandoned and will be responsibly disposed of.

Proof of Condition

We recommend that customers take reasonable care when handling items and returning them. We photograph all items prior to dispatch and may use this evidence to assess the condition of returned goods.

Faulty or Incorrect Items

This policy does not affect your statutory rights.

Once a return has been received and inspected, any approved refund will be processed back to the original payment method.

If you’re unsure whether your item is eligible for return, please get in touch before sending anything back — I’m always happy to help.

Digital downloads and products cannot be refunded. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Customs duties / Import Fees / Handling Fees

International customers are responsible for any customs duties, import taxes, or handling fees charged by their country. If a parcel is refused due to unpaid customs charges, original shipping costs and any return fees will be deducted from the refund.