Refund & Return Policy

1. Cancelling before dispatch

You can cancel any order free of charge until it has been accepted by the maker. Contact support with your order number and we will stop it.

Once a maker has begun a personalised or made-to-order item, cancellation is at the maker's discretion.

2. Returns

Non-personalised items may be returned within 14 days of delivery, provided they are unused and in their original packaging.

Perishable goods (flowers, food, chocolate), personalised items and made-to-order items cannot be returned unless faulty.

Return shipping is paid by the customer unless the item was faulty, damaged in transit, or not what was ordered.

3. Faulty or incorrect items

Tell us within 48 hours of delivery, with photographs where possible. We arrange collection at our cost and either replace the item or refund it in full, including delivery.

Where an engraving or personalisation differs from what you submitted at checkout, we remake it at no charge.

4. How refunds are paid

Card refunds are returned to the original card within 5–10 working days of approval, depending on your bank.

Cash-on-delivery orders are refunded by bank transfer to an account in the name of the account holder.

Delivery fees are refunded when the whole order is returned as faulty, or when we cancel the order.

5. Gifts sent to someone else

Where a gift was sent to a recipient, the refund is always issued to the person who paid. We will not disclose prices to the recipient — orders are dispatched with prices hidden by default.