CANCELLATIONS

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We cannot accept cancellations once a personalised order has been processed as personalised goods are exempt from the right to cancel.

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If you need to cancel your order, please contact us immediately through our contact form.

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RETURNS AND EXCHANGES

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If you are not happy with your product, please contact us immediately and we will endeavour to rectify any problems. You can do this by using the online contact page. Please include your order number, your name and address, product details and the reason you are not happy.

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Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

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Your rights to return the products to us will not apply in the following circumstances:

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1. Any products that we have made, personalised or customised specifically for you

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2. If you have made a spelling mistake on your order and it has been sent for production

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By the individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have changed your mind or have ordered an incorrect size.

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If you need to return a product, the item is your responsibility until it reaches us. For your own protection, we recommend you send the parcel back to us using a delivery service that insures you for the value of the goods/. We cannot be held responsible for items damaged or lost in the post. 

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Please do not send your purchase back to the manufacturer.

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To complete a return, we require a receipt or proof of purchase.

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We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@personalisedteddies.com

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Refunds and exchanges cannot be given if the fault is as a result of misuse. 

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You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping and handling will be deducted from your refund.

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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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FAULTY ITEMS

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If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and a description of the fault.