We cannot accept personalised items back unless they are actually faulty. Please note that there is a wide variation in how the keepsakes come out, due to the very different natures of the fabrics we receive and the final item may well not look exactly like the pictures on our product pages. If you are not happy with your order for any reason please get in touch straight away to discuss it.
Non personalised items can be returned in their original condition and packaging within 14 days of delivery. We will then either replace the item or, if you prefer, offer a full refund of the goods less the original delivery charges. All return postage is the responsibility of the purchaser and we recommend that you obtain a proof of postage receipt from the Post Office.
Returns, Refunds and Exchanges – We do our very best to make sure you receive the items you want, exactly as you want them. However, if any item arrives damaged, or if it is not the item you ordered, please inform us within 28 days of receipt to arrange a replacement or refund, provided the goods have not been used and are returned in their original condition. In the event that an item becomes damaged after this initial 28 day period, we reserve the right to charge a fee for repair of the item as we cannot be held responsible for handling or storage of these delicate keepsake items.
For items where we are not informed within 28 days of there being an issue we reserve the right to refuse a refund. For keepsakes and other personalised items we are unable to provide a refund or exchange unless the item is faulty or incorrect due to a mistake on our part. Some of the keepsake animals can vary quite a lot in appearance depending on the material used (how stretchy it is for example) and we cannot guarantee that your keepsake will look identical to the photographs on our website. Where there is no actual fault with the item but you are unhappy with the appearance we may agree to try and alter it for a fee starting from £10 and may vary depending on the alterations, you will need to cover the postage back to us. We cannot refund or exchange used or customer damaged items.
Where returning items please get proof of postage and where possible use recorded delivery. For items that are faulty or incorrect we will refund the postage. No refunds or exchanges will be made until the goods have been returned to us. We will make design decisions about where items of clothing are used.
This does not affect your statutory rights.
Our return address is:
Unit 8 Burrington Business Park