Our Policies

We want you to be happy with your purchase. If you are not completely satisfied, you may return eligible items within 14 days of receiving your order.

Eligibility for Returns

To be eligible for a return:

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

• Proof of purchase (order confirmation number, order details and/or receipt) is required.

• Customers are responsible for the cost of return shipping and packaging materials unless the item is faulty, damaged, or supplied incorrectly.

• We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

Any physical item returned without fault must be returned at the customer's expense. We reserve the right to make deductions from refunds where the value of the goods has been reduced through unnecessary handling.

Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

• Custom or personalised items, except where they have been damaged in transit.

• Digital download products or downloadable content where access has been provided and the customer has consented to immediate performance.

• Sale or clearly marked clearance items.

Orders cannot be cancelled once production has begun.

Damaged, Faulty or Incorrect Items

If your item arrives damaged in transit, faulty, or has been supplied incorrectly, please contact us as soon as possible.

For damaged items, we require:

• Multiple clear photographs showing the issue.

• Photographs of the packaging the item arrived in.

• Video footage may also be requested in some cases.

The only exception to our personalised item policy is where a personalised or custom item has been damaged in transit and sufficient photo evidence has been provided and accepted.

Minor variations in colour caused by differences in monitor or device settings do not constitute a fault.

Lost or Delayed Deliveries

If your order is delayed or lost in transit, we will do our very best to investigate the matter.

An item must generally be missing for at least one month, or longer depending on your location, before it is considered lost and any action can be taken.

We may require time to investigate with the shipping carrier before issuing a replacement or refund.

Delivery estimates are provided in good faith but are not guaranteed. We are not responsible for delays caused by postal services, customs authorities, weather events, strikes, carrier disruptions, or circumstances beyond our reasonable control.

Shipping, Delivery & Customs

Customers are responsible for ensuring that all delivery details provided at checkout are accurate.

Postage charges cannot be refunded, particularly where incorrect or incomplete delivery information has been provided by the customer.

If a customer refuses delivery or fails to collect a parcel which is then returned to us, any shipping costs, return fees, customs charges, or carrier fees incurred may be deducted from any refund.

Customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their local authorities.

Refund Process

If you wish to request a return or refund, please contact us via email through our Contact Page.

Once your returned item has been received and inspected, we will notify you of the outcome as quickly as possible.

If your return is approved, your refund will be processed to your original payment method. Please allow a few business days for the refund to appear in your account.

Payment Disputes

If you experience an issue with your order, please contact us first to give us the opportunity to resolve the matter before initiating a payment dispute or chargeback. We want to help you and resolve any issue you may be facing.

Returns We May Refuse

We may refuse a return or refund where:

• The return falls outside your applicable legal rights.

• The item is excluded from return under this policy.

• The item has been damaged through misuse, neglect, accidental damage, improper storage, unauthorised modification, or failure to follow care or return instructions.

• The evidence provided was deemed false or Ai generated.

This does not affect your statutory rights regarding faulty or non-conforming goods.

European Union Customers

Customers in the European Union have the right to cancel their purchase within 14 days of receiving their order by notifying us using a clear statement or the EU Model Cancellation Form via our Contact Page.

This right does not apply to personalised or custom-made items that have been made to your specifications.

Generic (non-personalised) items may be returned within the cancellation period provided they are unused and in their original condition and packaging. The customer is responsible for the cost of return shipping.

Once the returned item has been received and inspected, a valid refund for the purchase price (excluding any non-refundable delivery costs where permitted by law) will be processed using the original payment method.