Refund policy

We create everything in-house by hand but, if you find that you need to return an item to us, we offer the following options: 

NON-PERSONALISED PRODUCTS

If you've ordered a non-personalised item within the last 30 days it can be returned for a refund or exchange. Please do get in touch with us prior to sending it back, so that we can keep a look out for your item making its way back to us. Non-personalised returns need to reach us within 14 days, in their brand new, unused condition. We're unable to cover return postage costs but if you ask your friendly postal person, they'll give you a proof of postage receipt for your reference. We'd recommend using a 'recorded' form of delivery where possible.

PERSONALISED PRODUCTS

All of our personalised items (items that are made to your specific requirements, i.e colour, design, personalisation) are made to order and due to their bespoke nature are non refundable.

FAULTS

We are human and, every now and again, we do get things wrong. In the event that your order has been made incorrectly, please visit our contact page here, quoting your order reference number, name and, most importantly, please send us a focused photo of your order, in clear, natural lighting. We'll always ask for a photo because this may help us identify or better understand the issue and ultimately get the problem solved quickly!

CANCELLATIONS 

An order can be cancelled as long as work hasn’t begun on it. Once the making process has begun, amendments cannot be made to personalisation. 

If you've ordered a guest book or album with a digital proof and decide not to continue with your order we promise we won’t take it personally, we understand! We'll refund the total cost of your order, minus a £10 design fee - after all, our designers have to eat!

EXCHANGES

Due to the bespoke nature of our service and products we can only replace items if they are defective or damaged - which makes us terribly upset!

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at kirstyagordon@gmail.com.