Returns & Refunds
Every item we sell is personalised to your order, so we can’t accept returns for change of mind. This doesn’t affect your statutory rights, and if anything is wrong with your order, we’ll put it right.
Personalised items
Personalised products are made to your specification, so they are exempt from the 14-day cancellation period under the Consumer Contracts Regulations. Please check your names, dates, messages and spelling carefully before ordering. We print exactly what you enter.
Damaged, faulty or incorrect items
If your order arrives broken, faulty, or with a personalisation error that we made, we’ll send a free replacement or give you a full refund.
Please email us at richard@sydmarketing.com within 7 days of delivery with your order number and a photo of the item and packaging. There’s no need to send the item back unless we ask you to.
Mistakes in your order details
If there’s an error in the text you entered when ordering, we’re unable to offer a free replacement. If you spot a mistake after ordering, contact us as soon as possible. If production hasn’t started yet, we’ll do our best to correct it.
Cancellations
Orders go into production quickly. If you need to cancel, email us straight away. If your order hasn’t been made yet, we’ll cancel it and refund you in full. Once production has started, we can’t cancel the order.
Lost parcels
If your order hasn’t arrived within 10 working days of dispatch, please contact us and we’ll look into it with Royal Mail. If it’s confirmed lost, we’ll send a replacement or refund you in full.
Refunds
Approved refunds are made to your original payment method within 14 days. Depending on your bank, it may take a few more days to appear in your account.
Need help?
Contact us at richard@sydmarketing.com and we’ll be happy to help.