Dear Suzie

Refund and Returns Policy

Refund & Returns Policy

We want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to help.

Returns

If you change your mind about an online purchase, you can contact us within 7 days of receiving your order to request a return.

The item must be returned in its original condition and should not have been used, damaged or altered.

The cost of returning an item because you have changed your mind will be your responsibility.

Once we receive the returned item, we will arrange your refund as soon as possible.

Damaged or Faulty Items

If your item arrives damaged or you believe there is something wrong with it, please contact us as soon as possible.

Please send us:

Your order number
A description of the problem
Photos of the item and packaging, where applicable

If the item is faulty or was damaged before it reached you, we will work with you to arrange a suitable solution, which may include a repair, replacement or refund.

Incorrect Items

If we accidentally send you the wrong item, please contact us. We will arrange the return and make sure you receive the correct item.

You will not be charged for returning an item that was sent incorrectly.

Handmade Products

Our products are handmade, so small differences in colour, stitching, pattern placement, texture or finish may occur. These small differences are part of what makes each handmade item unique and are not considered faults.

We will always do our best to make our products match the photographs and descriptions on our website.

Custom-Made Items

Some items may be made specifically for you or personalised according to your requirements.

Because these items are made especially for you, they may not be eligible for a change-of-mind return.

However, if your custom-made item is faulty, damaged or not made according to what was agreed, please contact us so that we can assist you.

Items That Cannot Be Returned Because of Use

We cannot accept responsibility for damage caused by:

Incorrect use of the product
Failure to follow care instructions
Normal wear and tear
Accidental damage
Changes or alterations made to the product after purchase

Refunds

If you are approved for a refund, we will refund the amount you are entitled to using the original payment method where possible.

Please remember that it may take a few working days for the refund to appear in your bank account, depending on your bank or payment provider.

How to Request a Return

Please contact us before sending anything back.

Include your:

Name
Order number
Item you wish to return
Reason for the return
Photos, if the item is damaged or faulty

We will then provide you with the necessary return instructions.

We are committed to treating our customers fairly and handling all returns and refunds in a reasonable and honest manner.