Product & Services Policy

ORDER POLICY:

All of our products are custom-made upon order and cannot be returned. We do not offer refunds or replacement products for change of mind. We will create your custom products exactly as requested, this includes spelling, grammar and capitalisation of letters. It is your responsibility as the customer, to ensure that you have provided us with the correct details and information. If you feel you have made an error after your order has been placed, you must contact us immediately via email with your amendments. If your product has already commenced production or has been ordered from our suppliers, you may need to repurchase your product. In some cases, our product production can start within a few hours of ordering. Please check your order thoroughly during ordering and after checkout.

 

If you are unsure about any of our products, please contact us before placing an order so we can assist you with choosing the correct size, design or product that will suit your needs appropriately. 

 


INCORRECT PRODUCT RECEIVED:
 

In the case that your order has arrived incorrectly, please firstly check your email order confirmation and ensure the error has not occurred by providing the incorrect information or details. If the mistake has been made on our end, we will either adjust the product, replace the piece that is incorrect or remake your order if necessary.

 

You will need to send us an email including a photograph of the product error as well as your name and order number. We will assess your email and provide you with a solution as quickly as possible.
 

 


DAMAGED GOODS:
 

As we apply all of our designs by hand, we are usually able to check for any faults or damages before we send our products to you. If by chance there is an issue with your product, please email us a photograph of the damaged product and we will work with you to create a resolution.


In the unlikely event that your items have been damaged during transit, you must contact us within 48 hours of receiving your goods, even if the item is for a gift, we require you to open your parcel and check for damages upon receiving your order. We will require you to send photographs of your damaged goods via email and we will assess how to rectify your order.

*Please note that we do not offer refunds or replacement items if your products have been damaged due to lack of care or not following product care instructions. All of our product care instructions can be found on our website located in the details section of each corresponding product or in some cases, are also supplied with your products.


 


RETURNS:

We do not offer refunds or replacement products for change of mind. All of our products are custom-made to suit your order and cannot be returned or exchanged after they have been ordered or received. This also includes if you have ordered a 'stock' design as we make everything to order and do not stock any ready-made products.