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Returns & Refunds
We want you to be happy with your purchase. As we sell both personalised and non-personalised products, our returns policy differs depending on the type of item purchased.
PERSONALISED & BESPOKE PRODUCTS
Due to the personalised nature of our products, personalised, customised and bespoke items cannot be returned simply because you have changed your mind.
This includes, but is not limited to:
• Personalised toys
• Personalised pocket hugs
• Personalised pens
• Personalised cards
• Custom labels and stickers
• Bespoke designs
• Items personalised with names, dates, wording or other customer-requested details
Personalised items can only be returned where they are faulty, damaged, defective or not as described, or where we have made an error with the personalisation.
Please check your order and any design proof carefully before giving final approval. Once a personalised design has been approved, we cannot accept responsibility for spelling, wording or design errors that were present in the approved proof.
If we have made the error, we will of course put this right.
Personalised and customised goods are generally exempt from the usual online change-of-mind cancellation right.
NON-PERSONALISED PRODUCTS
Our non-personalised products include items such as:
• Toys
• Pocket Hugs
• Plush items
• Pens
• Keyrings
• Gift items
• Ready-made cards
• Non-personalised stickers
• Stationery
• Other ready-made products available from our shop
For eligible non-personalised products purchased online, you have the right to change your mind.
You have 14 days from receiving your order to notify us that you wish to cancel, followed by a further 14 days to return the item to us. You do not need to provide a reason for cancelling.
Once we receive the returned item, we will process your refund within 14 days, subject to the conditions below.
CONDITION OF RETURNED ITEMS
To receive a full refund for a change-of-mind return, items should be returned in an unused and resalable condition.
Where applicable:
Toys & Plush Items
Must be unused, clean and returned in their original packaging, with any tags, seals or accessories still attached.
Pocket Hugs
Must be unused, clean and free from any smells, marks or damage.
Pens, Keyrings & Other Gifts
Must be unused and returned in their original condition and packaging where applicable.
If an item has been unnecessarily used, damaged or handled beyond what would reasonably be allowed when inspecting an item in a shop, we may be able to make a reasonable deduction from the refund to reflect the reduction in value.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives faulty, damaged, defective or not as described, please contact us as soon as possible.
For goods that are faulty within the first 30 days, you may generally have the right to reject the goods and receive a full refund under the Consumer Rights Act 2015.
Please contact us with:
• Your order number
• Details of the problem
• Photographs showing the fault or damage
• Photographs of the packaging where relevant
If the problem is confirmed to be our responsibility, we will arrange an appropriate remedy and, where applicable, cover reasonable return postage costs.
Your statutory rights are not affected by this policy.
WRONG PERSONALISATION OR OUR ERROR
We understand that mistakes can happen.
If we have made an error with your personalisation, for example:
• We have spelt a name incorrectly
• We have used the wrong wording
• We have personalised the wrong item
• The finished item does not match the approved design/proof
please contact us and we will work with you to put the problem right.
Please note: If the information supplied by the customer was incorrect, or the customer approved a proof containing an error, we cannot accept responsibility for the resulting mistake.
CHANGE-OF-MIND RETURNS
For eligible non-personalised products, the customer is responsible for the cost of returning the item when exercising their change-of-mind cancellation right.
Where an entire order is cancelled, we will refund the original standard delivery charge paid by the customer. If an upgraded delivery option was selected, we are only required to refund the cost of our standard delivery service.
SALE & CLEARANCE ITEMS
Sale and clearance items still retain their statutory consumer rights.
If an eligible non-personalised sale item is purchased online, the normal change-of-mind cancellation rights may still apply. Faulty, damaged or incorrectly described goods will always be dealt with in accordance with your statutory consumer rights.
We cannot remove or restrict a customer's legal rights simply because an item is on sale.
IMPORTANT
Nothing in this policy affects your statutory rights under UK consumer law.
Our aim is always to resolve any genuine problem fairly and as quickly as possible. If you have an issue with an order, please contact us before returning anything so that we can advise you of the appropriate next steps.
Turnaround Time
Our standard turnaround time is 3-5 working days from receipt of your order/payment and all the information required to complete your order.
Working days are Monday–Friday and exclude weekends and UK bank holidays.
If your order requires design work, artwork preparation, amendments, or approval of a proof, the turnaround time may be longer. Design time is in addition to the standard production turnaround where applicable.
We will always do our very best to process your order as quickly as possible and will keep you informed if there are any unexpected delays that may affect your order.
NO "JUMP THE QUEUE" SERVICE
To keep things fair for every customer, we work through orders in the order they are received.
We do not offer a "jump the queue", priority, rush or express production service, regardless of the size or value of an order.
Every customer deserves the same level of care and attention, and we believe that processing orders fairly and in the order they are received is the best way to ensure this.
This also applies to collection orders. Choosing to collect your order rather than have it posted does not reduce the production turnaround time. Collection orders are still completed in the order they are received and will be ready for collection once your order has been fully processed.
PLEASE ORDER IN PLENTY OF TIME
Please consider our turnaround time carefully when placing your order, particularly if you require your items for a specific date, event, birthday, celebration, business launch or other deadline.
While we will always do our very best to accommodate our customers, we cannot guarantee that an order will be completed by a specific date unless we have specifically confirmed this with you in writing.
During particularly busy periods, seasonal launches, Christmas, Halloween, school holidays and weeks containing bank holidays, turnaround times may be longer than usual.
We therefore strongly recommend ordering in plenty of time and not leaving your order until the last minute.
By placing an order, you acknowledge that our standard turnaround time is 3-5 working days and that additional time may be required where design work or other customer approval is needed.
We appreciate your patience, understanding and support of our small business. Every order is important to us, no matter how big or small, and we want to make sure every order receives the time and attention it deserves.
Shipping & Delivery
We offer a range of delivery options depending on the size and nature of your order. Available services include:
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Royal Mail – available for suitable smaller and lighter orders.
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Evri – available for suitable parcels and larger orders.
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DPD – available only for large or bulky items where this service is required.
The delivery options and costs available for your particular order will be displayed at checkout.
LARGE & BULKY ITEMS
For larger or bulkier products, DPD may be the only delivery option available due to the size, weight or nature of the order.
Foamex boards are sent exclusively via DPD and include insurance as standard. This is to ensure that these larger, more delicate items are transported using a suitable service and provide additional protection should an issue occur during transit.
Please note that selecting a particular courier does not change our production turnaround time. All orders are processed in the order they are received, regardless of the delivery service selected.
DELIVERY TIMES
Your order will first be processed and completed within our stated 3-5 working day turnaround time, unless otherwise advised. This excludes weekends and UK bank holidays and may be longer if your order requires design work or during particularly busy periods.
Once your order has been dispatched, the delivery time will depend on the courier and service selected or assigned at checkout.
Please remember that courier delivery time is separate from our production turnaround time.
COURIER DELAYS
Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number, where tracking is available. This allows you to keep an eye on the progress of your parcel and check for updates directly with the courier.
Please allow up to 24 hours after receiving your dispatch email for your tracking information to update. This allows time for your parcel to reach the relevant courier network and be processed.
If your dispatch email is sent after 5pm, or after 12pm on a Friday, your tracking may not update until the parcel is scanned into the courier's system on the next working day.
For large letters and small parcels, we may place these directly into the post box where appropriate. This helps us get your order on its way without unnecessary delays. Please be aware that these items may not receive their first tracking scan until they reach the local delivery depot, so your tracking information may appear unchanged for a short period after dispatch.
LOST OR DAMAGED IN TRANSIT
While we take great care when packaging your order, unfortunately parcels can occasionally be delayed, lost or damaged while in transit.
If your parcel appears to be delayed or has not arrived, please allow the appropriate delivery time and check your tracking information before contacting us. We will be happy to assist where we can.
In the event that a parcel is reported as lost or damaged, we must allow the courier to investigate and formally confirm that the item has been lost or damaged in transit before a replacement can be issued.
This confirmation is required so that we can pursue a claim with the courier where appropriate.
Please note that a parcel showing as “in transit”, “delayed” or having no recent tracking update does not necessarily mean that it has been lost. Parcels can sometimes experience delays or missed scans while travelling through the courier network.
Once the courier has confirmed the parcel as lost or damaged and the necessary claim process can be pursued, we will arrange an appropriate replacement or other suitable resolution.
For damaged parcels, please take photographs of the parcel and packaging before opening or disposing of anything, as these may be required as evidence for the courier's claim.
We appreciate your patience while any courier investigation takes place and will always do our best to assist in resolving the matter as quickly as possible.
Summary
Our standard turnaround is 3–5 working days, excluding weekends and bank holidays, with additional time potentially required for design work or during busy periods. Orders are processed in the order they are received, with no priority or “jump the queue” service, including collection orders. We offer Royal Mail and Evri for suitable orders, with DPD available for large or bulky items; Foamex boards are sent via DPD with insurance included. Tracking will be provided where available, and please allow up to 24 hours for tracking to update. Eligible non-personalised items can be returned within the usual 14-day change-of-mind period, while personalised and bespoke items are non-returnable unless faulty or we have made an error. For parcels reported as lost or damaged, replacements can only be issued once the courier has confirmed the loss or damage following their investigation. Your statutory consumer rights are not affected.
This policy was updated Sept ‘26