Returns and refunds

A piece with someone's name on it cannot be sold to anyone else, which shapes this policy. In short: we fix or refund anything that is our mistake, and we cannot take back a personalised piece that was made as approved.

Cancelling an order

• Within 24 hours of placing the order: you can cancel it yourself from your order page. An order paid online is refunded in full. On a cash on delivery order, the advance you paid online is not refunded.
• After 24 hours: an order cannot be cancelled, because every piece is made by hand for you and the materials and time have already been used.
• If we cannot make or deliver your order: we cancel it and refund everything you paid, including any advance.

The full rules, with examples, are on our cancellations and payment page.

If the piece is damaged, wrong or faulty

Tell us within 48 hours of delivery, with your order number and clear photographs of the piece and the packaging. If the piece arrived damaged, is not what you ordered, or differs from the proof you approved (a wrong spelling, a wrong date), we will remake it and send it at our cost, or refund you, whichever you prefer.

What we cannot take back

• A personalised piece made exactly as you entered it and approved it. Please check spellings and dates on the proof letter by letter.
• Small differences that come from making by hand: slight variation in colour, the position of pressed flowers, the look of hand embroidery.
• Colour differences between a screen and the real piece.
• Pieces damaged after delivery through use or washing against the care instructions.

Pieces that are not personalised

A piece with no name or custom detail on it can be returned within 7 days of delivery if it is unused and in its original packaging. Write to us first. The cost of sending it back is yours unless the piece was damaged or wrong.

How refunds are paid

• Refunds go back to the original payment method, usually within 5 to 7 working days of our confirming the refund. Your bank may take a few more days to show it.
• On a cash on delivery order, a refund of the cash you paid at the door is made by UPI or bank transfer to details you give us.
• The advance on a cash on delivery order is not refunded when you cancel. It is refunded, with everything else, when the fault is ours: we could not make or deliver the order, or the piece was damaged, wrong or faulty.
• Money you paid from your wallet goes back to your wallet, not to your bank. Cashback earned on a refunded order is taken back. See wallet, cashback and gift cards.
• Delivery charges are refunded when the fault was ours.

How to ask

Write to us through the contact page with your order number, what went wrong and photographs. We reply within two working days.