Refund policy

Returns & Refunds

We hope you love your order. If there is a problem with your purchase, please contact us and we will be happy to help.

Non-personalised items

For eligible non-personalised items purchased online, you have 14 days from the date you receive your order to tell us that you wish to cancel and return it.

Items should be returned in their original condition and packaging where possible. You are responsible for the cost of returning an unwanted item unless the item is faulty, damaged, incorrect or not as described.

Please contact us at loveetchally@gmail.com before returning an item. We will provide the appropriate return instructions and return address.

Personalised and custom-made items

Most of our products are personalised, engraved or made specifically to your requirements. Personalised or custom-made items cannot normally be returned or cancelled simply because you have changed your mind.

This does not affect your statutory rights. If a personalised item is faulty, damaged, incorrect or not as described, please contact us and we will put things right.

Please check all names, dates, spelling, photographs and other personalisation details carefully before placing your order. We cannot be responsible for errors in information supplied by the customer where the item has been produced exactly as requested.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your item is damaged, faulty, incorrect or not as described, please contact us as soon as possible at loveetchally@gmail.com, preferably with photographs showing the problem.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.

Returns

Please contact us before sending anything back. Returns sent without prior contact may delay the processing of your return.

Where a return is agreed, we will provide you with the return address and instructions.

Exchanges

If you would like to exchange an eligible non-personalised item, please contact us. Personalised or custom-made items cannot normally be exchanged unless they are faulty, damaged, incorrect or not as described.

Refunds

Once we have received and inspected an authorised return, we will let you know when your refund has been processed.

Approved refunds will be made to your original payment method. Your bank or payment provider may take additional time to process the refund.

Where you exercise your statutory right to cancel an eligible online purchase, any refund due will be made in accordance with applicable UK consumer law.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.