Can I return my item?
All of our items are handmade to order & created to the customers requirements. Unfortunately, due to the nature of personalised products all of our items are non-refundable. If the item has arrived damaged or incorrect then we will replace the item as long as we are at fault. Any damages/errors must be reported within 5 working days of the item being delivered. Please also include images of any damaged packaging so the workshop can take this up with the courier. You can report any issues here. Please do not destroy or dispose of an item even if it is faulty unless instructed to do so by us, as this will affect the likelihood of a refund being issued. Please also note that because we have to open up the toy to personalise it the box may have imperfections – we will send the gift box to you however it is your decision if you wish to use it.
If a return is agreed by us, it must be returned using a Royal Mail 2nd Class Signed For Service. All returns must be returned within 7 days of the date they were authorised on. Any returns are the customers responsibility until the item(s) have arrived safely back to seller. Refunds, postage reimbursement or replacements will only be issued once the item(s) have arrived back with the seller & proof of postage can be provided. You must keep a copy of the postage receipt just in case you need to make a claim with Royal Mail in event of lost/delayed items.
On items that do not come pre assembled, any damages must be reported upon arrival of your goods. The item must be in its original packaging & not assembled for any refund or replacement to be considered.
Any authorised refunds will be processed within 14 days & credited back via your method of payment.