FAQs

Frequently Asked Questions: 

Can personalised items be exchanged?
Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.

If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange. We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.

The product I received looks different to the image on the website/in the brochure?
Whilst every effort is made to ensure that products, prices and colours are correct at the time of pre-selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product.  Please email our service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.

 

What happens if the courier misplaces my parcel?
In the unlikely event of your parcel being lost by the courier, as the sender, we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.

What happens if my parcel is damaged upon receipt?
If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by recorded delivery with a covering letter detailing what happened. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).


I have received a faulty item, how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.