Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. **Please note personalised & custom-made orders are non-refundable ** We do not take any responsibility for personalised orders made incorrectly, we will use the personalised information exactly as you send it to us so ensure all spelling & grammar is correct at ordering.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. Items cannot be returned without contacting us first for approval.
To start a return, you can contact us at hettieshandmadegifts@hotmail.com. Please note that returns will need to be sent to the following address:
103 Coniston Avenue
FY6 0DR
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will be responsible for paying the shipping cost for the order you wish to return. The goods must be properly packaged to avoid damage in transit. If a product is found damaged, the refund maybe rejected.
You can always contact us for any return question at hettieshandmadegifts@hotmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned including all personalised items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on all personalised items.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hettieshandmadegifts@hotmail.com.