You have a legal right to cancel an order in respect of items which are not personalised or made to your specifications (“bespoke items”) and this is set out under “Cancellations” below.
If you have placed an order for a Personalised or Non-Personalised Product, you can make the request to amend or cancel your order by contacting us as quickly as possible on here indicating order number, which item(s) and the number of items to be cancelled, your reason for cancellation, and whether you are seeking a replacement or refund. We also ask you to give us a daytime contact telephone number.
AMENDING AND CANCELLING AN ORDER FOR ANY PRODUCT BEFORE PRODUCTION
- Definition of Amendment: request to change personalisation, delivery contact name and address, or upgrade delivery method.
- Definition of Cancellation: request to cancel whole or part of your order.
If your product whether personalised or not personalised has gone into production or has been dispatched between when you place the order and when we pick up your request to amend or cancel your order, then we will be unable to amend or cancel the order. We do not work weekends or bank holidays, therefore if you have made a request to amend or cancel your order during this period we will pick up your request when we start the next working day, and will always try to notify you that day if your request was successful. However, we do experience high volumes of customer contact which can delay our response and action to your support request.
PLEASE NOTE: We cannot guarantee that we will be able to amend order details or cancel your order, but will make every effort to make your request successful. We operate on a service level agreement of replying to emails within 4 business hours (9am-5pm Mon-Fri excluding Bank Holidays). Should the status of your order change during this period will not be held liable for changes or cancellations not being made.
EFFECT OF CANCELLATION OR CHANGE OF MIND
If you cancel this contract in accordance with these terms and conditions listed, we will reimburse to you the agreed amount.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We may make a deduction from the reimbursement for delivery costs if there was a cost involved to get the order sent to you, in the event of you cancelling due to change of mind. Therefore, if you have received a non-personalised item but have changed your mind you may return the item for a refund of the product cost, you will however not be refunded the cost of postage.