Refund policy

Last updated: 18 July 2026

Bespoke & Made-to-Order Items

Please note that bespoke and made-to-order items are non-returnable and non-refundable. As these products are made specifically to your individual specifications, they are exempt from the standard 14-day cancellation right under the UK Consumer Contracts Regulations 2013.

We strongly encourage you to review all customisation details carefully before placing your order. If you have any questions about a bespoke item prior to purchase, please contact us and we'll be happy to help.

Standard Items

You have the right to cancel your order within 14 days of receiving your goods, in line with the UK Consumer Contracts Regulations 2013.

To be eligible for a return:

  • The item must be unused and in its original condition
  • Items must be returned in their original packaging to ensure they are adequately protected in transit
  • You must contact us within 14 days of delivery to request a return
  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect

Refunds will be processed within 14 business days of us receiving the returned item, to your original payment method.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 72 hours of delivery with your order number and clear photographic evidence. We will arrange a replacement or full refund at no additional cost to you.

Incorrect Items

If you receive an item that is different from what you ordered, please contact us within 48 hours and we will resolve this promptly at our expense.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Bespoke and made-to-order products
  • Items that have been used, washed, or altered
  • Items returned without prior authorisation

How to Request a Return

To initiate a return, please contact us via our website contact page with your order number and reason for return. We will respond within 2 business days with further instructions.

Refund Processing

Approved refunds will be processed within 14 business days of us receiving the returned item. Refunds will be issued to the original payment method. Please note that your bank or card provider may take additional time to process the refund on their end.