Refund policy

We create all of our products to order, designing, cutting and hand finishing each item with the highest precision. We make our personalised and bespoke products especially for you. If you have any concerns about an order, please contact us at hello@creategiftlove.co.uk or 01425 482944 and we’ll be happy to help. 

Personalised and bespoke products.

Personalised and bespoke items are made to the exact specification as requested upon ordering, Because they have been created specifically for you, they cannot be returned or refunded simply because you have changed your mind. Personalised or custom-made goods are exempt from the usual online change-of-mind cancellation right. These cannot be placed back into stock.

If your item is faulty, damaged, not as described, or we have made an error with your order or personalisation, please contact us and we will put it right. Where a return is required because of a fault, damage or an error on our part, we will provide a prepaid return shipping label. 

Should you have any concerns with the item received please do not hesitate to contact us on 01425 482944 or alternatively at hello@creategiftlove.co.uk and we will do our utmost to help.

Your statutory rights are not affected. 

For non-personalised products:

We offer a 30-day return period for non-personalised products. You have 30 days from receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@creategiftlove.co.uk. Please note that returns will need to be sent to the following address:

Create Gift Love, Unit 3E Austin Park, Yeoman Road, Ringwood, BH24 3FG

If you are returning a non-personalised item because you have changed your mind, you are responsible for the cost of returning it.  Items sent back to us without first requesting a return may not be accepted.

You can always contact us for any return question at hello@creategiftlove.co.uk

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, is not as described, or we have made an error, please contact us at hello@creategiftlove.co.uk.

We will work with you to resolve the problem and where a return is required, we will provide a prepaid return shipping label.

Your statutory rights are not affected by this policy.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Where a refund is due for an eligible online return, it will be made within 14 days of receiving the returned goods, or evidence that they have been returned where applicable. You’ll be automatically refunded on your original payment method, Your bank or card provider may take additional time to show the refund in your account. 

 If more than 15 business days have passed since we’ve approved your return, please contact us at hello@creategiftlove.co.uk.