Returns and Cancellations

Change-of-mind cancellations

Because our products are made to your specifications and/or clearly personalised/custom-made, the normal statutory change-of-mind cancellation right that applies to many online purchases generally does not apply.

If you change your mind before work has started, please contact Laura as quickly as possible at [email protected].

Where production has not begun, we may agree to cancel the order as a goodwill measure.

Once clothing has been cut or production of your personalised keepsake has started, change-of-mind cancellation will normally no longer be possible.

Changes before production

If you notice an error in:

• a name;
• date;
• personalisation wording;
• delivery information; or
• order notes,

contact Laura immediately.

We will make reasonable efforts to amend the order where work has not progressed too far.

Changes cannot be guaranteed once production has begun.

Faulty, damaged or incorrect goods

The personalised-goods cancellation exception does not remove your rights where goods are faulty or not as described.

If there is a problem with your finished keepsake, please contact [email protected].

Include your order number and photographs where useful.

We will review the issue and provide the appropriate remedy in accordance with your statutory rights.

Depending on the circumstances this may include repair, replacement, price reduction or refund.

Return postage for faulty goods

Where goods need to be returned because they are faulty, damaged, incorrect or otherwise fail to conform to the contract, we will explain the appropriate return arrangements.

Please contact us before sending a finished keepsake back.

Your legal rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

You can also read our Terms and Conditions or contact Laura.