Returns and Cancellations Frequently Asked Questions
I’ve tried ringing, why isn’t anyone answering my call?
The customer experience team answer phone calls throughout the day from 09.00 to 17.00 Monday to Friday and you may experience a wait while we deal with other queries. Please have patience with us, or try later in the day. Alternatively, you can contact us here.
I’ve emailed you, and no one has replied yet?
We apologise for the wait, however, we respond to emails throughout the day, and may have not have got to your query yet. As such we ask that you have patience with us as we aim to respond to you as soon as we are available to do so.
How do I cancel my order?
Unfortunately, due to the goods we provide are customised and made to order, we are unable to cancel or refund any order once it has been processed. For this reason, we ask that you check all orders are correct before placing them.
My item arrived faulty, how do I get a refund?
While all orders are made to high quality, if your order does arrive faulty, please sign for it as DAMAGED and contact us via our contact form within 24 hours with a description of the fault, and photographic evidence.
Can I change my order after it's been placed?
Yes, until your order goes into production, there is still time to amend or cancel it by putting it on hold. Simply log in or create an account and head to the "My Orders" area. Click "View Order" and then select "Amend/Cancel". Your order will be put on hold and our Customer Experience team will be in touch shortly to confirm your amendments.
For further information on all of our frequently asked questions, please read our FAQ page.
Returns and Cancellations Terms and Conditions
Returns Policy
While we will endeavour to deliver your order in perfect condition, accidents can happen and where there is a problem, we will fix it as quickly and efficiently as possible.
If any order from us that is imperfect when delivered, or incorrect in any way, please contact us at your earliest convenience, but no later than 14 days of receipt of delivery, and we will refund your money or exchange your product. We will ask you to send us photographs of the affected products.
In the case of any orders, that are cut-to-size or altered in any way, please note that these cannot be returned, except if the order is incorrectly cut or otherwise faulty.
For standard-sized products (i.e., items that have not been cut to size, modified, or personalised), you may return the item within 30 days of receipt, provided it is in its original condition and packaging.
If you are returning an order to us, please make sure that it is returned safely with as much of the original packaging and the film protecting the surfaces still intact.
Damaged During Transit
If your order arrives with signs of damage, please check the product underneath the protective wrapping also shows signs of damage. If the damage has affected your product please sign for it as DAMAGED and contact us via our contact form within 24 hours with a photo of the damage along with your order number. This is so that we can begin processing a replacement order as soon as possible.
Please keep the order in its original packaging, so we can collect it with a courier.
Amendments and Cancellations
If, for any reason, you need to cancel or amend an order, please contact us as soon as you realise you need to cancel or make any amendments. Unfortunately, we are only able to offer this for economy orders, as any express or next day orders will be prioritised, and therefore will not be able to be altered or cancelled.
Until your order goes into production, there is still time to amend or cancel it by putting it on hold. Simply log in or create an account and head to the "My Orders" area. Click "View Order" and then select "Amend/Cancel". Your order will be put on hold and our Customer Experience team will be in touch shortly to confirm your amendments.Please note that orders with any cut to size requirements or alterations such as holes can still be cancelled or amended, however, this must be done before the item is processed. If you require cancellation or amendments for any customised orders please contact us as soon as possible via our contact form. Unfortunately, any products that have been processed will not be able to be cancelled or amended.
If your order has already been processed by the time you come to cancel or amend it, it will be necessary for you to return it using the returns policy as outlined above.
For further details on our Returns policy please read our Returns section as part of our Terms and Conditions.
