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General terms

Delivery and returns

Last updated on: 02/01/2023

Delivery

When your order has been shipped we will send you a despatch confirmation by email. This will include a tracking number of your parcel in order to track its progress.

We send the goods that you have ordered through local delivery partners such as UPS, DHL, TNT and others. The place of delivery is deemed to be the shipping/delivery address that you provide in your order.

We aim to process your order as soon as possible. Delivery times to addresses is dependent on the product and service provider. This will be displayed on the product page but is not guaranteed.

Please note it’s not possible to have your order delivered to a P.O. Box.

If the goods are lost or damaged in transit, please let us know promptly, so that we can make a claim against the carrier to locate the goods.

Cancellation and Return Policy

This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty of miss-described.

Complaints must be registered with us within 15 days of receiving the order. Longer than this may result in the complaint not being upheld or rejected.

All of our products come personalised to our customers’ specification. As a result of which we are unable to accept returns.

Faulty Goods

If there is a problem with the goods please contact us within 15 days to discuss the matter further.

If the goods are found to be faulty upon delivery, you must accept the delivery and submit a written complaint. If the fault is found later on, or if you delay in making a complaint beyond the 15 days specified, you may not be entitled to a repair or replacement. If the complaint is registered with us within the specified time frame, and a replacement is not available, you may claim a part or full refund of your money back if the complaint is deemed valid.

No claim for faulty goods can be made if any of the following applies: damage caused deliberately or negligence, improper use or careless maintenance, normal wear and tear, damage caused by not heeding, or incorrectly heeding the user/washing instructions.

Returns Process

For orders delivered to a address, if you want to return any faulty products in line with our Return Policy, please contact us at [email protected]. When returning the goods you are required to fill out the Return document that we will have included with your order.

In the event that the wrong product has been sent to you, we will refund the amount you paid for your purchase with us including the original shipping costs. Any costs incurred on your behalf for the return of the wrong item shall also be refunded by us once we have received the goods from you.