Not happy with your purchase? Please contact firstname.lastname@example.org. We are more than happy to try and assist you with any issues you may have.
Order Modifications or Cancellation
After your order has been placed the details will be sent to our packing team within 24-36 hours. Once this occurs we are no longer able to make any changes to your order.
Order modifications, change of address, or a cancellation will only be accepted if the order has not yet been processed. Contact email@example.com and, if your order has not already been processed, we will be in touch to help with your request.
Please note, there are no refunds or cancellations once your order has been processed, all order are processed within 24-36 hours of being placed. If you are still unhappy when you receive your product please contact us and we can organise for you to return it.
Returning an Item
All returns must be made within 14 days of the order delivery. If you are not happy with your purchase and wish to return an item, please contact us at firstname.lastname@example.org. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and respond within 48 hours with instructions for returning the item.
A 20% handling fee will be charged for change of mind returns.
Customised items can only be returned if they are damaged or incorrect. Failure to provide the correct information is an invalid reason for a refund.
Damaged/ Incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologise in advance if/ when it happens. If either of these rare occurrences happens and you have received an item that is incorrect, damaged, and/or defective please contact us within 7 days from receiving your order. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order and you will receive a response within 48 hours.
Order Not Received
Due to continued inconsistent delivery times and delays still caused by COVID-19 we have had to extend the time allowed before an item will be re-sent or refunded due to failed delivery.
UK & Australia: Average delivery time 2-4 weeks. If your order still hasn't arrived after 60 days please contact us. After 60 days, and if there have been no tracking updates in the last 14 days that indicate your package is still on the way, we will be happy to reship or refund your purchase.
Rest of World: Average delivery time 3-6 weeks. If your order still hasn't arrived after 70 days please contact us. After 70 days, and if there have been no tracking updates in the last 14 days that indicate your package is still on the way, we will be happy to reship or refund your purchase.
If your item has not arrived after the specified times listed above, please contact email@example.com and we will promptly take care of you.
IMPORTANT: Unfortunately, we cannot be responsible if a package is undelivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery or packages stolen after delivery.
No refund will be issued if a package was not collected from the Post Office within their required time frame. Or if you have moved and failed to arrange mail forwarding causing your order to be delivered to the wrong person.
When Will I Receive My Refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 1-3 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.