Returns & Refunds Policy
Almost everything we sell is made to order and personalised for you in our workshop just outside Norwich. Because of that, our returns policy works a little differently for personalised and non-personalised items. None of this affects your statutory rights under UK consumer law.
Personalised items
Items engraved or printed with your names, dates, wording or artwork are made specifically for you, so they can’t be returned or exchanged if you simply change your mind. This is in line with the Consumer Contracts Regulations 2013, which exclude goods made to a customer’s specification.
To make sure you’re happy before we make anything:
- Please double-check your personalisation (spelling, names, dates) carefully when you order. We engrave exactly what you send us.
- For wedding guest books we always send a visual proof before production. For other items we’re happy to send one if you ask.
- Not sure about a design? Most of our drinks tokens and many other items can be ordered as a single sample first.
Non-personalised items
For items with no personalisation (for example, standard record dividers or backstoppers), you have the right to cancel your order within 14 days of receiving it. To do this, contact us within that 14-day window, then return the item unused and in its original condition within a further 14 days. You’ll need to cover the cost of return postage, and we’ll refund you within 14 days of receiving the item back.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or not as you ordered it (for example, a mistake in the engraving that differs from what you sent us), we’ll put it right. Please contact us within 14 days of delivery with your order number and a photo of the problem. We’ll remake and send a replacement free of charge, or give you a full refund if you’d prefer. You won’t need to pay any postage.
Wood is a natural material, so small variations in grain and colour from one item to the next are normal and aren’t considered a fault.
International orders
Orders to the US and Canada may be charged import duty, taxes and carrier fees on arrival, which are paid by the recipient. If a parcel is refused or these charges aren’t paid, it isn’t treated as a return. Personalised items can’t be refunded in this case. For non-personalised items, we’ll refund the item price once the parcel is back with us, minus the original delivery charge and any return costs we’re charged. See our Terms & Conditions for details.
Cancellations
Because we start making personalised orders quickly, we can’t accept cancellations once production has begun. If you need to change or cancel something, please get in touch as soon as possible and we’ll do our best to help.
How refunds are paid
Refunds are made to your original payment method. Depending on your bank, it can take a few working days for the money to show in your account.
Contact us
For any returns, problems or questions, please email cluckingbelledesigns@gmail.com or use our contact page. We usually reply within one working day.