Your rights, and how we put things right.
Last updated: June 2026
Because personalised items are made specially for you, under the Consumer Contracts Regulations 2013 they are exempt from the usual 14-day right to cancel. This means we can't accept returns or exchanges on personalised goods simply because you've changed your mind. Please check your spelling, dates and photos carefully before ordering.
This does not affect your rights if an item is faulty, damaged or not as described — see below.
Your happiness matters to us. If your order arrives faulty, damaged, or isn't what you ordered, we'll put it right with a replacement or full refund. Please:
We'll sort it as quickly as we can — usually a remake or refund.
Plain, non-personalised items such as blank MDF letters and craft shapes can be returned within 14 days if they're unused and in their original condition. You'll need to cover the return postage, and we'll refund the item price once we receive them back in good order.
Approved refunds are made to your original payment method, normally within 5–10 business days of us agreeing the refund or receiving any returned item. We'll always keep you updated.
If you need to change or cancel an order, contact us as soon as possible. If we haven't yet started making your personalised item, we'll usually be able to amend or cancel it and refund you. Once production has begun, we may not be able to.
None of the above affects your legal rights under the Consumer Rights Act 2015 and other UK consumer law. If you'd like more information about your rights, contact the Citizens Advice consumer helpline.
Got a problem with an order? Please get in touch — we'll always do everything we can to make it right.