Shipping & Returns

Dispatch Times

We aim to dispatch most orders within 5 working days.

During very busy periods, especially in the run-up to Christmas, dispatch may take slightly longer. Dispatch time is the time it takes for us to embroider, prepare and send your order. Delivery time begins once your order has been handed to Royal Mail or the chosen courier.

UK Delivery

Choosing express delivery speeds up the delivery service once your order has been dispatched, but it does not always reduce the time needed to personalise and prepare your order.

Christmas Delivery

During the Christmas season, please order as early as possible to avoid disappointment. Recommended last order dates may be displayed on our website closer to Christmas.

Last order dates are guidance only and may change depending on order volume, stock availability and courier performance.

Delivery Delays

Delivery times are estimates and are not guaranteed. We are not responsible for delays caused by Royal Mail, courier networks, severe weather, strikes, incorrect delivery details or other events outside our control.

If your order has not arrived within the expected timeframe after dispatch, please contact us with your order number and we will look into it for you.

Delivery Address

Please ensure your delivery address is complete and correct before placing your order. We cannot be held responsible for orders delayed, lost or returned due to an incorrect or incomplete address being provided at checkout.

If an order is returned to us because the delivery address was incorrect or incomplete, we may need to charge postage again to resend it.

Returns

We hope you will be delighted with your order. If there is a problem, please contact us and we will do our best to put it right.

Personalised Items

Most of our products are personalised with a name or custom detail chosen by you. Because these items are made specifically for your order, we are unable to accept returns, exchanges or cancellations for personalised products unless the item is faulty, damaged, incorrect or not as described.

Please check all personalisation details carefully before ordering, including spelling, capital letters, punctuation and character limits. We embroider names exactly as entered at checkout unless we contact you to confirm an issue.

Non-Personalised Items

If you purchase a non-personalised item, you may return it within 14 days of receiving your order, provided it is unused and in its original condition.

Please contact us before returning any item. Once your return is approved, we will provide the correct return instructions.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Please include:

• Your order number
• Your name and contact details
• A clear photo of the issue
• A photo of the packaging if the item arrived damaged

If the item is confirmed to be faulty, damaged, incorrect or not as described, we will offer a suitable resolution. This may include a replacement, repair or refund depending on the issue.

Personalisation Errors

If we make an error with your personalisation, we will correct this for you.

If the personalisation matches the details entered at checkout, we are unable to offer a refund or replacement unless the item is faulty or there is another issue with the product.

Examples we cannot refund or replace include:

• Spelling mistakes entered at checkout
• The wrong name being entered by the customer
• Change of mind after the item has been personalised
• Different name lengths appearing at slightly different sizes
• Use of capital letters affecting the appearance of the embroidery

Cancellations

If you need to cancel or change an order, please contact us as soon as possible.

If production or embroidery has not yet started, we may be able to cancel or amend your order. If your personalised item has already entered production, we may not be able to cancel or change it because the item has been made specifically for you.

Refunds

Once a refund has been approved, it will be processed back to your original payment method.

Please allow time for your bank or payment provider to process the refund. Processing times can vary depending on your payment method.

Original delivery charges may not be refunded unless the item was faulty, damaged, incorrect or not as described.