How do I get a refund?

You can get a refund if your personalised items or custom-made items are faulty.

If you are entitled to a refund, the Seller must pay back any monies within 14 days of receiving the goods (or being told you want to cancel a digital contract), providing you have followed the returns process and adhered to the time frames set out in the returns guidelines.

As the Seller’s payment agent, we will process the refund directly to your payment card, in no more than:

  1. 14 days after the day the product is received by the seller; or
  2. if earlier, 14 days after the date you provide evidence that you have returned the product to the Seller; or
  3. if there were no goods supplied, 14 days after the day on which you informed the Seller or us about your decision to cancel your order

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