RETURNS &Refunds

Every piece we create is designed and handcrafted specifically for you — your names, your event, your story. Because of the entirely personalised nature of our work, items cannot be resold or reused, which means we are unable to accept returns under any circumstances.

This is standard practice for all bespoke and personalised goods and is recognised under UK consumer law, which exempts custom items from the standard 14-day return right.

Payment terms depend on the product and order size. Some items require full payment at checkout, while larger or more complex orders require a non-refundable 50% deposit to begin production, with the remaining balance due before dispatch.

Deposit and payment details are clearly displayed on each product page and confirmed in your order summary before checkout. The table below outlines how this typically works:

Deposits are non-refundable once design work has commenced, as they cover the time, materials, and craftsmanship invested in creating your bespoke pieces.

If you need to cancel your order, please contact us as soon as possible at [email protected].

Before design work begins: You may cancel and receive a refund of your deposit, minus a £25 design and administration fee to cover consultation time and order setup.

After design work has begun but before production: Your deposit is non-refundable, as design time, proofing, and material preparation will have been undertaken on your behalf.

Once production has started: The full order amount is non-refundable. Materials will have been purchased and work will be underway specifically for your order.

For full-payment orders (typically smaller quantities paid in full at checkout): once your order is confirmed, cancellations are not accepted and no refunds will be issued, as production begins immediately.

If your order arrives damaged in transit, or if we have made an error in the production of your items, we will remake or replace the affected pieces at absolutely no additional cost to you.

Please inspect your order upon receipt and contact us within 48 hours with clear photographs of the damage or error. We cannot accept damage claims made after this window.

Minor amendments to your design can usually be accommodated before production begins. Once you have given your written approval and production has started, we are unable to make changes.

Please review all proofs carefully before giving approval. We are not responsible for errors — including spelling, dates, or names — that were present in your approved design.

All orders are dispatched with tracked delivery. Once your order has been dispatched, we are unable to take responsibility for delays caused by the courier. If your parcel is lost in transit, we will work with you and the courier to resolve the issue.

Please ensure your delivery address is correct at the time of ordering. We cannot be held responsible for orders sent to an incorrectly provided address.

As all items are handmade, slight natural variations in colour, texture, or finish may occur between pieces and between your screen preview and the finished product. These are characteristics of handcrafted work and are not considered defects.

If you have specific colour-matching requirements, please discuss this with us before placing your order and we will do our best to accommodate.

Your satisfaction is important to us. If you are unhappy with any aspect of your order, please reach out to us directly at [email protected] within 48 hours of receiving your items and we will do everything we can to make it right.

We are a small, independent business and we take the quality of our work seriously. We will always respond with care.