We keep this page current as the store and its services grow. If something is unclear, use the support contact shown on the site.
1. Check the order status first
Open your order communication or contact support with the order number. The available option depends on whether the order is still being reviewed, has entered preparation, has been personalised, or has already been shipped.
2. Cancellation before preparation
You may request cancellation as soon as possible after placing an order. If preparation or personalisation has not started, we will try to cancel it. Once work has started or the order has shipped, cancellation may no longer be possible.
3. Personalised and handmade orders
Personalised, made-to-order, and handmade products are prepared for a specific request. They generally cannot be returned only because you changed your mind after preparation begins. This does not remove your rights when an item is damaged, materially different from the order, or incorrectly supplied.
4. Damaged, incorrect, or missing items
Contact support promptly after delivery with the order number, a description of the issue, and clear photographs of the parcel and item where possible. Keep the packaging until support confirms the next step. We may offer a replacement, repair, store resolution, or refund after reviewing the request.
5. Refund method and timing
When a refund is approved, it is normally sent to the original payment method. The time for the amount to appear depends on the payment provider, bank, or payment method. For a cash-on-delivery order, support will share the available refund method after verification.
6. Requests that may not qualify
A request may not qualify when the issue is caused by incorrect customer-provided personalisation, an incomplete or incorrect delivery address, ordinary handmade variation, damage after delivery, or a change of mind after preparation. We will review each request fairly and explain the available resolution.
7. How to request help
Use the support contact shown in the footer or in your order communication. Include your order number, the email or phone used for the order, and the outcome you are requesting. Do not send payment passwords or full card details.
8. Policy updates
This policy may be updated when products, delivery partners, payment methods, or applicable requirements change. The latest version and its update date will remain available on this page.