Refunds and returns
Can I cancel my order?
Personalised or bespoke items that are specially ordered or made with your choice of map location, name, message or other customised aspect that makes the item unique to you, cannot be resold and therefore are non-returnable unless faulty, in accordance with the Distance Selling and Online Trading Regulations.
If your gift has not yet been made it may be possible to cancel your order. Please contact us to discuss if you wish to cancel an order on firstname.lastname@example.org.
Can I return my order?
If your item is damaged or faulty, you can return it to us but you must do so within 7 (seven) working days after the day on which you have received the it. We cannot accept returns of bespoke or personalised items unless they are damaged or faulty.
Approved returns must be sent at your expense in the same condition that they were received: carefully and well packaged to avoid damage in the postal system. We recommend you use a signed-for postal service, with proof of posting. Please note your name and order number on the parcel.
I want to return something, how do I do it?
Please email email@example.com clearly detailing the following:
- original order reference number
- your name
- the product you would like to return
- the reason you wish to return it
We will respond with the instructions to return your parcel.
Refunds can only be made to the card or payment method you made the purchase with. We will aim to process refunds as soon as we can and in any event within 30 (thirty) days of receipt of the Product(s) returned.