Refund policy

Thank you for considering our products. As a business that specialises in creating freshly made to order items, we take great care and pride in ensuring that each order is created to your satisfaction and meets our high quality standards. We understand that sometimes things may not go as planned, so we have developed the following refund and return policy.

As each product is made to order specially for you, we regret to inform you that we cannot offer refunds once the order has been placed, nor do we allow cancellations. We ask that you carefully review your order details before submitting your payment to ensure that all of the information is accurate and meets your requirements.

If, however, the item you receive is damaged, please contact us within 12 hours of receipt of the product. We will review the case and determine if a return is necessary. Photo evidence is required of the damaged item and all packaging. You must send us a high-quality image or video of the damage or defect in order for a replacement to be issued. By providing pictures of the damaged item and all packaging, we can better understand the extent of the issue and make an informed decision about the next steps. You must return the damaged product in its original packaging for us to assess. If a return is required, you may exchange the damaged item for a replacement item of the same item. We will process the exchange as quickly as possible, but please allow 7-14 business days for us to create the replacement item. To complete your exchange, we require order invoice or proof of purchase.

However, in certain situations, we may not be able to take responsibility for damage that occurs during shipping or due to other circumstances beyond our control. In cases where we cannot be held responsible for the damage, we would advise reaching out to the courier service regarding this. We will work with you to find a fair and satisfactory solution.

Shipping Policy: The customer will be responsible for shipping the item back to us. Once we have received the item, we will send out the replacement product. The customer will be responsible for paying any shipping costs associated with the exchange.

Refund Exception: A refund exception may be granted if a customer accidentally places an order twice for the same item or service. The customer should provide proof of the duplicate order, such as a order invoice or order confirmation email containing the order number. The goal of a refund exception in this situation is to ensure that the customer is not unfairly charged for a duplicate order, and that any issues are resolved fairly and efficiently.

We appreciate your understanding of our policy and our commitment to providing you with high-quality, made to order products. If you have any questions or concerns, please do not hesitate to contact us.