RETURNS - The How, What and Where?
Can I cancel my order?
You can cancel your order under certain conditions. If you ordered a personalised/bespoke item that I haven't yet started working on then, yes you can cancel. If I have already started working on your personalised item and I haven't added the personalised details, then again yes you can cancel your order. Any bespoke work that I have already started cannot be cancelled or refunded. Personalised work that has already been personalised, again cannot be cancelled.
For any unpersonalised items, these can be cancelled anytime up to posting.
I have changed my mind and wish to return the item, can I?
I accept returns if I have been told within 14 days of receiving your item, and the item is posted back within 28 days of receiving the item.
There are conditions to these terms, which are as follows:
Personalised items cannot be returned
Bespoke items cannot be returned
Items to be returned, must be as received in a resalable condition, undamaged and with all parts present
How do I return an item to you?
If you meet the criteria above, or you are unsure whether you are entitled to a return, then please email me at firstname.lastname@example.org for further information on returning your item.
When returning an item, you are responsible for shipping costs back to me, I recommend you use a tracked or insured service, as I cannot be responsible for unreturned items due to being lost in the post.
When will I receive my refund?
Once we have received your item back, it will be checked for any damages. If there are damages present which we believe were caused by misuse, the loss in value will be deducted from your refund. If we never receive your item back then unfortunately we cannot offer a refund. For accepted refunds we will process the refund the same day the decision has been made, however, return times vary depending on different bank accounts.
What do I do if my item arrives faulty?
In this unthinkable situation, please email me a photo of the fault to email@example.com and I will do my absolute best to assist you in this situation.
What do I do if my package arrives damaged?
In the unfortunate case that your item is delivered damaged, please take photos of the packaging damage, as well as the item damage and email firstname.lastname@example.org where I will assist you further. If no photos are sent of the damage, then I will be unable to help with your complaint.