Refund policy

Almost everything we sell is made to order with the names, dates, text or photos you give us. This policy explains what happens if something is wrong with your order or you change your mind. It does not affect your legal rights.

Personalised items

Personalised items are made to your details, so they can't be returned or cancelled because you have changed your mind. This follows the exception for personalised goods in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We make each item with the text and photos you send us, so please check spelling, dates and photos carefully before you order. If you spot a mistake after ordering, email us straight away and we will do our best to help if we haven't started making it.

Faulty, damaged or wrong items

If your order arrives faulty, damaged, or not as you ordered, please email us with your order number and a photo of the problem. We will put it right with a replacement or a refund, in line with your rights under the Consumer Rights Act 2015.

Items that are not personalised

If you buy an item that is not personalised, you can cancel within 14 days of the day you receive it. Email us to let us know, then send the item back within 14 days. You pay the return postage unless the item is faulty or wrong. If the item has been handled more than you would need to check it, we may reduce your refund to reflect that.

Refunds

Refunds go back to the payment method you used. For a cancelled order we will refund you within 14 days of receiving the item back, or of you showing us proof that you sent it back, whichever is sooner.

Contact

Email us at contact@craftgiftslondon.co.uk. Our postal address is CraftGiftsLondon Ltd, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom. Please email us before sending anything back.