Refund policy

Returns & Refunds Policy

Thank you for shopping with Personalised Kids UK. As our products are personalised and made to order, we want to ensure our policy is clear and fair for all customers.

Eligibility for Returns

  • You may request a return if your item is incorrect or damaged.
  • Personalised items cannot be returned for any other reason (e.g. change of mind, wrong size ordered, spelling errors provided by the customer).

How to Initiate a Return

  • Please contact us within 7 days of receiving your order by either:

     

  • When contacting us, please include:

    • Your order number

    • The name on the purchase

    • The reason for return

    • Images of the issue (if applicable)

  • We will provide you with return instructions if a return is approved.

Timeline for a Return or Refund

  • You must contact us within 7 days from the date of delivery to initiate the returns process.

  • Once the item has been returned and inspected, we will confirm whether a refund or replacement will be issued.

  • Requests made after the 7-day period cannot be accepted.

Refund Process

  • Refunds will be issued via our Shopify store and returned to the original payment method used at checkout.

  • Please note: refunds cover the cost of the item only and do not include postage charges.

  • Please allow time for the refund to appear in your account, as processing times may vary depending on your bank or payment provider.

Order Cancellations

  • You have 1 hour after placing your order to request a cancellation and full refund.

  • After this time, production will have begun and we cannot cancel or refund your order.

Missing or Delayed Orders

  • If your order hasn’t arrived within the delivery timeframe set by the courier, please contact us.

  • Refunds or replacements will only be processed once the courier has confirmed the parcel is lost or undeliverable.

Contact Us

If you have any questions about your order, please get in touch:

We’re always happy to help.