Refund policy

We want you to be happy with your order. This policy explains how returns, replacements and refunds work. Nothing in this policy affects your statutory rights.

PERSONALISED AND MADE-TO-ORDER ITEMS

Items made to your specification or personalised with a name, photograph, date, message or another chosen detail cannot normally be returned simply because you have changed your mind.

This does not affect your rights if an item is faulty, damaged, not as described or if we have made an error with your order.

NON-PERSONALISED ITEMS

We offer a 30-day return window for eligible non-personalised items. Please contact us within 30 days of receiving your order. Items must be returned unused, unworn and, where possible, in their original packaging.

For online purchases, your legal right to cancel eligible non-personalised goods includes telling us within 14 days of receiving them and returning them within the following 14 days.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please contact us as soon as possible at sales@absolutelypersonal.co.uk with your order number, a description of the problem and, where helpful, clear photographs.

We will assess the issue and arrange an appropriate repair, replacement or refund.

If an item is faulty, damaged, incorrect or affected by an error we made, we will provide return instructions and cover reasonable return postage where a return is required.

HOW TO REQUEST A RETURN

Email sales@absolutelypersonal.co.uk before sending anything back.

Items returned without contacting us first may be delayed because we will not have the information needed to identify the order.

RETURN POSTAGE

For an eligible change-of-mind return, the customer is responsible for return postage. We recommend using a tracked service.

This does not apply where the item is faulty, damaged, incorrect or affected by our error.

REFUNDS

Once a return has been received and checked, we will confirm whether the refund has been approved. Approved refunds will be made to the original payment method.

Where cancellation rights apply, refunds will include the standard outbound delivery charge. Any additional cost for an upgraded delivery service is not refundable.

Refunds will be processed within the time required by UK consumer law. Your bank or card provider may take additional time to show the payment in your account.

NEED HELP?

Please contact sales@absolutelypersonal.co.uk with any questions about a return or order problem.