Delivery and Returns
Deliveries
The products will be delivered to the name and address you provide you provide during the ordering or consultation process.
For standard and semi-personalised orders, we will endeavour to dispatch your order within 2-3 weeks of final proofs being approved.
For bespoke services, you will be quoted an approximate delivery time frame once the full scope of your order has been established. Any dates quoted for delivery are approximate only and no liability will be accepted by us for any loss incurred by late delivery or non-delivery. Once the final digital proof has been signed-off and the full balance has been received, we will endeavour to dispatch your order within 2-3 weeks.
Delivery methods may vary depending on the size and scope of the order. You will receive an email when your product has been dispatched, including tracking information for bespoke and/or larger orders. Once dispatched, we cannot take any responsibility for any delays, loss of orders or damage caused by third parties. Products must be checked for damage upon delivery. If the products are delivered faulty, damaged or not as described, you must notify us in writing via email within 5 working days of delivery.
Cancellations, Postponements and Returns
Cancellations and returns will only be accepted at our discretion when submitted in writing by email.
You may cancel a non-personalised order within 24 hours of the order being placed. Cancellations of personalised products will only be accepted at our discretion and will incur a cancellation charge in line with any works already completed.
Personalised products cannot be returned. If a product is delivered and is faulty, damaged or not as described you must notify us within 5 working days in writing via email. Once notified, we will review the case and a refund or replacement may be issued, at our discretion. Refunds cannot be issued for any faults that are due to errors in the information you have provided to us, including spelling mistakes, or for faults in colour/natural variations due to the handmade process (see Section 2.0 in our T&Cs for more details on these variations).
We reserve the right to cancel or suspend any order(s) if you fail to adhere to our Terms and Conditions, or if you act in an inappropriate manner towards any member of the team. This includes, but is not limited to, not responding to emails in a timely fashion, failure to make payment, offensive and/or rude behaviour. Any refunds due to you in this instance will be at our discretion and will incur a cancellation charge in line with any works already completed.
If you decide to postpone your wedding, we will move your bespoke design diary booking to accommodate your new wedding date, subject to availability. If we cannot accommodate the change of date, postponement will be considered a cancellation and your bespoke design service fee will be retained.