Changing your mind about an online order

For items covered by the statutory distance-selling cancellation right, tell us within 14 days of receiving your order if you wish to cancel. You then have another 14 days to send the item back. You may inspect it as you would in a shop; we may make a lawful deduction if it has been used or handled beyond what is needed to inspect it. Original packaging is helpful for safe returns but is not a condition of your statutory rights.

Bespoke and personalised items

The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised for you, such as a one-off piece made from your own photographs or an agreed custom design. We will try to accommodate changes or cancellation before production starts; once work begins, we cannot accept changes to the agreed details or a change-of-mind cancellation for these items. Being made after you order, or choosing from standard options, does not by itself make an item exempt.

Damaged, faulty, or incorrect items

Please contact us as soon as you can with your order number and a description of the issue. Photos are helpful where available. You do not lose your statutory rights if you contact us after 48 hours, including for a bespoke or personalised item. We will review the issue and advise the next step promptly.

Return shipping

For a change-of-mind return, you are responsible for the cost of sending the item back. If the item is faulty or not as described, we will meet our legal obligations for return costs and remedies.

Refunds

For a valid change-of-mind cancellation, we will refund the item and the cost of standard outbound delivery (if paid), within 14 days of receiving the item back or evidence that you have sent it. Refunds go to your original payment method. Processing times vary by payment provider.

Undelivered or returned parcels

If a parcel is returned due to address errors or failed delivery attempts, re-shipping costs may apply.