Refund policy

Returns and Refunds

We hope you are happy with your order. 
Please contact us if there is a problem and we will do our best to help.


Non-personalised items:

We accept returns of eligible non-personalised items.

Please contact us within 14 days of receiving your order to request a return. After notifying us, the item must be returned within a further 14 days.

To request a return, please contact us by email and include:

  • Your name

  • Your order number

  • The item you wish to return

  • The reason for the return

Items must be returned unused and in their original condition. Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of return postage.

We recommend obtaining proof of postage, as we cannot be responsible for returned items that do not reach us.

 

Personalised and custom-made items:

We cannot accept returns or exchanges for personalised, customised or made-to-order products if the customer has simply changed their mind.

This includes products made with a customer’s chosen name, wording, colours, design or other custom details.

This does not affect your rights if an item arrives faulty, damaged, incorrectly personalised or significantly different from the product ordered.

 

Faulty, damaged or incorrect items:

Please contact us as soon as possible if your item arrives faulty, damaged or incorrect.

Please include your order number and clear photographs showing the problem. Once reviewed, we will arrange an appropriate replacement, repair or refund.

Where an item is confirmed to be faulty, damaged or incorrect, we will cover reasonable return postage costs where a return is required.

 

Refunds:

We will notify you once your return has been received and inspected.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned item. Your bank or payment provider may take additional time to process the refund.

For eligible cancelled orders, the original standard delivery charge will also be refunded. Additional charges paid for an upgraded or express delivery service may not be refundable beyond the cost of standard delivery.

Cancelling an order before dispatch:

Please contact us as soon as possible if you wish to cancel an order.

Non-personalised orders may be cancelled before dispatch. Personalised or custom-made orders cannot normally be cancelled once production has begun.

Contact us:

To request a return or report a problem with your order, please contact us through our contact page or email us at wowlondon001@gmail.com.