Returns & Refunds Policy
⚠️ Customised Products (Strictly Non-Returnable)
We cannot accept returns, cancellations, or exchanges for any Customised Products. This includes:
- All Acrylic Products
- All 18mm Freestanding Shapes & Letters
- All 3mm Letters & Scripts
- Any cut-to-order items or large volume requests exceeding £30 in value
Because these items are precision cut-to-order based on your chosen specifications and sizes, they are not off-the-shelf items and are completely non-returnable.
Standard Items (14-Day Return Window)
For standard, non-customised items, you have the right to change your mind and return your items for a refund within 14 days of delivery.
- Expiration: We cannot accept any returns or refund requests once the 14-day period expires.
- Condition: Items must be returned completely unused, intact, and in their original packaging.
How to Return Your Order
- Contact Us First: You must get in touch with us through the website before sending any items back. As we will need th generate an RMA number for you to add to your package.
- Complete the Form: Please fully complete the Return Form below before posting your items.
- Return Postage: You are responsible for arranging and paying all return postage costs. We highly recommend using a tracked shipping service.
Refund Terms & Shipping Costs
- Item Refund: Once your returned goods are received intact and inspected, a refund will be processed back to your original payment method.
- Outbound Shipping Refund: If you return a full order of standard items, your refund will include the standard outbound delivery charges. If you only return a partial order, the initial delivery charges will not be refunded.
- Our Mistake: If your items are faulty, damaged, or we made an error with your order, we will cover the return postage costs or arrange a courier collection. Please provide photographic proof of any damage when contacting us.
Processing Timescale
All returns will be processed within 48 hours of receipt. Approved refunds may take up to 5 working days to appear in your account, depending on your banking provider.
(Last updated: January 12th 2026)
