Personalised & custom items
Items that are made to your specification or clearly personalised are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. This means we cannot accept returns of custom items for a change of mind.
Faulty or incorrect items
Your statutory rights are not affected. If an item is faulty, damaged or not as described, contact us within 14 days of delivery and we will offer a repair, replacement or refund.
Non-personalised items
Unused, non-personalised items can be returned within 14 days of delivery. Let us know first, then send the item back in its original condition. Refunds are issued to the original payment method within 14 days of us receiving the return. Return postage is paid by the customer unless the item was faulty.
How to start a return
Email Meltzengraves@outlook.com with your name, order details and photos if the item is damaged. We will reply with the next steps.