Refund policy

Returns Policy

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item for a full refund, excluding personalised goods.

To exercise your right to cancel, you must notify us within 14 days of delivery. Items must then be returned within 14 days of notifying us.

Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Eligible returns can be requested via your customer account or by contacting thoughtfullymadeuk@outlook.com. A £2.00 flat rate return shipping fee applies.

If returning using your own courier, the parcel must be fully tracked. We cannot accept responsibility for items lost in transit without proof of delivery.

Returns must be sent to:

61 The Broadway
Market Harborough
LE16 7NA

Items returned without prior approval will not be accepted.

Personalised & Bespoke Items

Due to their custom nature, personalised products, including items featuring bespoke calligraphy or printing, are exempt from cancellation rights under the Consumer Contracts Regulations 2013.

Personalised items are therefore non-returnable unless faulty or not as described.

Please ensure all spelling and personalisation details are checked carefully before submitting your order.

Damages & Errors

Please inspect your order upon delivery and contact us within 7 days if your item is damaged, defective, or incorrect.

Where a personalisation error has occurred, we will only offer a replacement or refund if the mistake differs from the information provided at the time of ordering. If incorrect details were supplied by the customer, a replacement will need to be repurchased.

Exchanges

We do not offer direct exchanges. The quickest way to receive an alternative item is to return the original product, if eligible, and place a new order.

Refunds

Once your return has been received and approved, your refund will be processed to the original payment method within 10 business days. Your bank or card provider may take additional time to reflect the refund.

If more than 15 business days have passed since approval, please contact thoughtfullymadeuk@outlook.com.

Replacements

Approved replacements will be dispatched via standard delivery. If your event is within two weeks, please notify us as soon as possible so we can advise on suitable shipping options.