CHANGE OR CANCEL MY ORDER
If you would like to change your order please contact us as soon as possible, preferably within 24 hours of purchase. We recommend that you do this by email to email@example.com. You will need to give us your name and address details, as well as your Order #.
Note that all our products are made-to-order. Once an item goes into production, we can no longer change or cancel it. You may cancel your order before the order has been processed and goes in production and you have received your confirmation email: Your Order goes in production.
HOW TO RETURN YOUR PURCHASE
You can return the product within 14 days from the date on which you received the product from us, should you, contrary to expectations, decide not to keep the product. Prior to returning any products, please contact us by email to firstname.lastname@example.org for a Return Form and a Return Authorisation Number. Note that any product made to order, custom made and personalised products, engraved, adjusted or adapted for you cannot be returned, nor can any product which is not suitable to be returned for health or hygiene reasons and where a seal was removed after delivery (such as earrings for pierced ears).
Please fill in the Return Form provided quoting the Return Authorisation Number and add it to the return parcel. Note that any products returned without a valid Return Authorisation Number and a Return Form will be refused. Make sure you include your order or invoice number, or a copy of the original invoice. You must clearly mark your Return Authorisation Number on the outside of the return parcel. This will allow us to process the returned product quicker and more efficiently.
Return the product in its unworn, pristine and re-saleable condition with its original packaging (with the identification still attached to the product with the disposable seal), with any labels still attached, and otherwise in a condition enabling us to sell the product as new. Package the product securely and adequately. Be careful when packaging the product as you will be held responsible for any damage/scratching incurred in transit.
Return by an insured and traceable method, such as Royal Mail Recorded or Special Delivery. Please ensure the product is adequately insured for its full value. Please note that you will be responsible for paying postage costs associated with returns under this policy. We will not accept responsibility for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Royal Mail website’s track and trace’ facility. If a parcel does go missing and never reaches us, it is your responsibility to claim for the product from Royal Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it, then we shall deduct that amount from any refund.
In the unlikely event that you receive a product that is defective, has been damaged in transit, or is not the one you ordered then you must inform us within 2 working days of delivery, or you can return it to us for exchange or a full refund within 14 days of receiving it. If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.
We do not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. You will nonetheless be entitled to return a product to us and receive a refund in accordance with our Returns Policy.
We will give you a full refund for the price you paid to us in respect of any product properly returned by you in accordance with our Returns Policy and Terms and Conditions of Sale. We will not refund to you any costs you incur in returning the product to us.
We will refund you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.