Returns & Refunds Policy

We want you to be happy with your order. Every item we sell is printed or embroidered to order in our production studio — and that means our returns policy is a little different from high street retail.

Made to Order, Just for You

Because every product is made to order, we don’t keep stock — your items are created especially for you once your order is placed.

Under UK law (Consumer Contracts Regulations 2013), customised or personalised items are exempt from the usual 14-day “cooling-off period” that applies to standard online purchases.

That means:

You don’t have an automatic right to return a made-to-order item just because you changed your mind
We’re not required to offer refunds or exchanges unless there’s a fault

We’re always happy to help if something’s gone wrong — but we want to be transparent about your rights and our responsibilities.

What Can Be Returned

We will offer a replacement or refund if the item you receive is faulty or incorrect.
This includes:

Items with printing or embroidery faults
Items that arrive damaged
Items that are different from what you ordered (for example, the wrong size, colour, or design sent due to our error)

Important:
We cannot accept returns or offer refunds if:

You ordered the wrong size, colour, or product by mistake
You changed your mind after ordering
The item doesn’t fit as expected or isn’t what you imagined

Because your item is made to order, we’re unable to resell it — this is why we ask you to double-check sizing and design choices before placing your order.

If There’s a Problem

We’re here to help if:

Your item arrives damaged
Something has gone wrong with the print or embroidery
You received the wrong product

Please email us at [email protected] within 14 days of receiving your order and include:

Your order number
A clear photo of the issue
A short description of the problem

We’ll offer a replacement or refund where appropriate.

Return Instructions (RMA Required)

If we request a return:

We’ll issue you a Return Merchandise Authorisation (RMA) number and instructions
This must be written clearly on the outside of the parcel
Please do not send returns without contacting us first — they may not be processed.

Return Shipping Costs

If the item is faulty or incorrect, we’ll cover return shipping or offer a free replacement.
If the return is for any other reason, shipping is your responsibility.