1. Custom & Personalised Items

Because personalised products are made specifically to your order, we do not accept returns, exchanges, or refunds for:

• Custom embroidery

• Names or personalised print

• Custom cups, mugs, keychains, or accessories

• Made-to-order items

Please double-check all spelling, colour choices, and personalisation details before placing your order.
We are not responsible for errors submitted by the customer.

2. Non-Personalised Items

For non-custom items, we accept returns and refunds within 14 days of delivery, provided that:

• The product is unused

• It is in its original condition

• It is returned in its original packaging

Return shipping costs are the responsibility of the customer unless the item arrived damaged or was sent in error.

3. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect due to our error, please contact us within 48 hours of receiving your order.

Please provide:

• Your order number

• Clear photos of the issue

• Photos of the packaging (if damaged during shipping)

We will offer one of the following solutions based on the situation:

• Replacement of the item

• Repair (for certain products)

• Refund

Items damaged due to misuse, accidents, or general wear and tear are not eligible for refund or replacement.

4. Order Cancellations

Custom Orders

Custom and personalised orders cannot be cancelled once work has started, as materials and time are already invested. Please contact us for more information.

Non-Custom Orders

May be cancelled prior to dispatch.
Once shipped, the order must be returned (where eligible) in accordance with Section 2.

5. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be:

• Issued to the original payment method

• Processed within 5–10 business days (processing times may vary depending on your bank or payment provider)

Shipping fees are non-refundable unless the return is due to our error.

6. Exchanges

We only offer exchanges for non-personalised products and only if the item is returned unused, in its original condition, and within the return period.

Customised or personalised items cannot be exchanged.

7. Return Shipping Instructions

If your return is approved:

• We will provide the return address

• You are responsible for securely packaging the item

• We strongly recommend using a tracked delivery service
  We are not responsible for lost or damaged return parcels.

8. Contact Us

If you need help with a return or believe your item is faulty, please reach out to us.

We are always happy to assist and ensure you have a great experience with our products.