Refund policy
RETURN AND REFUND POLICY
We hope you are happy with your purchase from Reflections of Us Collection. If there is a problem with your order, please contact us and we will be happy to help.
Returns for non-personalised items
For eligible non-personalised items purchased from our online store, you have 14 days after receiving your order to tell us that you wish to cancel and return it.
Once you have told us that you wish to cancel, you have a further 14 days to return the item to us.
To be eligible for a return, the item should be returned in its original condition and packaging where reasonably possible.
Please contact us before sending an item back so that we can provide you with return instructions. Items sent back to us without first requesting a return may not be accepted.
Unless an item is faulty, damaged, incorrect or not as described, you will be responsible for the cost of returning it.
Personalised and custom-made items
Personalised or custom-made products cannot normally be returned or refunded simply because you have changed your mind.
This includes greeting cards and other products made or personalised using a name, message, wording or other customisation supplied or requested by you.
Please check all names, spelling, wording and personalisation details carefully before placing your order. We will create your personalised product using the information you provide.
This does not affect your statutory rights. If your personalised or custom-made item is faulty, damaged, incorrect due to an error on our part, or not as described, please contact us so that we can put things right.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, incorrect or not as described.
Please provide your order number and, where possible, photographs showing the problem. We will review the issue and arrange an appropriate solution, which may include a replacement or refund.
Sale items
Sale items have the same statutory rights as full-price items. Personalised or custom-made sale items remain subject to the personalised and custom-made items terms above.
Gift cards
Gift cards are generally non-returnable except where required by law.
Refunds
We will let you know when we have received and reviewed your return.
Where a refund is due, it will be made to your original payment method within the applicable legal time limits. For eligible cancelled online orders where goods are returned, this will normally be within 14 days of receiving the returned goods or evidence that they have been sent back.
Where applicable, the refund will also include the cost of the standard delivery option originally paid. Additional costs resulting from choosing a more expensive delivery option are not normally refundable.
Please remember that your bank or card provider may take additional time to process the refund after we have issued it.
Contact us
If you have any questions about a return, refund or problem with your order, please contact us at:
Nothing in this Return and Refund Policy affects your statutory rights.