Return Instructions – Customised Clothing

 

Thank you for shopping with us. Please read our returns
policy carefully, as customised or personalised products have special rules
under UK law.

 

1. Customised Items

Under the Consumer Contracts Regulations 2013, the usual
14-day “cooling-off” period does not apply to goods that are made to the
consumer’s specifications or are clearly personalised (such as customised
clothing).

This means that once your customised clothing order has been
confirmed, you do not have an automatic right to cancel or return it simply
because you change your mind.

 

2. Your Right to Return Faulty Items

Your statutory rights under the Consumer Rights Act 2015
remain unaffected.

If the customised clothing is faulty, damaged, or not as
described, you are entitled to a repair, replacement, or refund.

You must notify us within a reasonable time after
discovering the fault (ideally within 30 days for a full refund).

 

3. How to Return a Faulty or Incorrect Item

Contact us at [insert email/phone] with:

Your order number

A description of the fault or error

Photographs, if possible

We will confirm whether your item is eligible for return and
provide you with a return reference.

Repackage the item securely, include your order details, and
return it to:

[Insert Return Address]

We recommend using a tracked postal service.

Once received and inspected, we will process your refund,
replacement, or repair within 14 days.

 

4. Return Costs

If the item is faulty, damaged, or incorrect, we will refund
your reasonable return postage costs.

If you return an item without prior agreement or the item is
not faulty, we cannot reimburse return postage.

 

5. Exclusions

Returns cannot be accepted for customised items where the
issue is due to customer error (e.g., incorrect size ordered, spelling mistakes
provided to us) unless the product itself is faulty or not as ordered.