We want you to have the right item. Contact [email protected] with your order number for return, damage or incorrect-item questions.
30-day returns
Unused, non-personalized items can be returned within 30 days of delivery. Keep the item and its supplied accessories in suitable condition and packaging for a safe return. Please contact us first to obtain return instructions and the appropriate address.
Personalized items
Engraved ornaments and custom pet portraits are made to order and are final sale unless they arrive damaged or incorrect. If there is a problem with a personalized order, contact us with the order number, a description and relevant photographs.
Damaged, incorrect or missing items
Tell us about the issue as soon as you can. We will review the order details and agree an appropriate resolution, such as a replacement or refund. Do not send items to an address on the parcel without checking the return instructions.
Return shipping
Before you send a parcel, we will explain the return method and any shipping charge that applies to your request. This information must be confirmed before a return is arranged.
Refunds
After receiving and checking an approved return, we will notify you of the outcome. Approved refunds are requested through the original payment method where possible. The time for a refund to appear depends on the payment provider and bank; we do not guarantee a fixed bank-processing time.
Cancellations
Contact us promptly if you need to cancel or change an order. We will confirm whether this is still possible. An order already dispatched, or a personalized order already in production, may require a different resolution. Nothing in this policy removes applicable consumer rights.