Returns and exchange
If you are not completely satisfied with the goods, simply return them to us at any time within 14 working days of receipt. If goods are returned within 7 working days of receipt we will issue a full refund including postage and packaging, or an exchange. After 7 working days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods to us shall be borne by you.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to us using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.
Your rights to return the goods to us will not apply in the following circumstances:
- Any products that we have made, personalised, customised or engraved specifically for you
- Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
- If you have made a spelling mistake on your order and it has been sent for production.
- You have disposed of the item you have an issue with.
If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. You can contact our Customer Service department for a Freepost returns address.
The item(s) must be returned in the condition in which you received it within 30 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.
- You have a duty to return the item to us and the cost of doing so is your responsibility, except if the item is faulty or does not comply with the contract.
- The parcel can take up to 7 working days to be returned to our Premises, unless sent via special delivery.
This returns policy does not affect your statutory rights.
The address for returns is:
12 North Main Street
Dumfries & Galloway
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
I received the wrong item
If the item you received is not what you originally ordered, please contact Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Faulty or damaged item
If the item you received is faulty, please contact our Customer Care team quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.
The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.