Refund policy

We want you to love your order. Because most of our items are personalised and made especially for you, our returns policy depends on the type of item.

Personalised items

Personalised items are made to your instructions, so we can't accept returns or give refunds if you change your mind. This doesn't affect your statutory rights (see "Faulty, damaged or not as described" below).

Please check your personalisation carefully before placing your order, including spelling, names, dates and messages. We print exactly what you enter, so we can't offer a refund or replacement for mistakes in the details you provide.

If you spot a mistake after ordering, email us straight away at madebymandyukcrafts@gmail.com. If we haven't started making your item, we'll be happy to correct it.

Faulty, damaged or not as described

If your item arrives damaged, is faulty, or isn't as described, please contact us within 14 days of delivery at madebymandyukcrafts@gmail.com with your order number and a photo of the problem. We'll offer a replacement or a full refund, including the original delivery cost. Where we ask you to send an item back, we'll cover the return postage.

Your rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, you're entitled to reject it for a full refund within 30 days of delivery.

Items that are not personalised

For items that aren't personalised, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us at madebymandyukcrafts@gmail.com with your order number. You then have a further 14 days to return the item to us, unused and in its original condition. Unless the item is faulty, you'll need to pay the cost of returning it.

We'll refund the item price and the standard delivery cost within 14 days of receiving the item back. If you chose Express delivery, we'll refund the cost of standard delivery only.

Return address

Please contact us before sending anything back so we can confirm the return address and your return.

How refunds are paid

Refunds are made to the original payment method. Depending on your bank or card provider, the money may take a few working days to appear.

Last updated: 8 November 2026