If you believe that something is faulty, damaged or incorrect in your order, please contact us within 28 days of receiving your parcel so we can arrange a replacement. In most cases you will need to provide proof of purchase or your order reference, along with photo evidence and/or may need to return the item back to us before we can replace or offer a refund. Due to the custom nature of personalised items , we are unable to offer an exchange or refund unless the item is faulty. For complete details on damage claims and exclusions, please refer to our full online Returns Policy.