Return & Refund Policy

Thank you for shopping with us. We take great pride in the quality and craftsmanship of our products. If for any reason you are not fully satisfied with your purchase, please review our return policy below.

📦 Return Eligibility

We accept returns for non-personalised items within 14 days of delivery, provided the item is:
• Unused and in its original condition
• In its original packaging
• Accompanied by proof of purchase

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g. wrong item sent or product defect)

 

🛑 Personalised & Custom-Made Items

Due to the bespoke nature of personalised and made-to-order products, we are unable to offer refunds or exchanges unless:
• The item arrives damaged or defective, or
• There is a mistake on our part (e.g. incorrect spelling or wrong design)

Please ensure all personalisation details are correct at the time of ordering, as we cannot accept responsibility for customer input errors.

🔁 Damaged, Defective or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 48 hours of delivery by emailing personalisedbyjlee@gmail.com Include:
• Your order number
• A brief description of the issue
• Clear photos showing the damage or error

We will resolve the issue promptly by offering a replacement, correction, or full refund as appropriate.

💳 Refunds

Once a returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 3–5 business days.

Please note that original shipping costs are non-refundable unless the return is due to our error.

📬 How to Request a Return

To initiate a return, please contact us at personalisedbyjlee@gmail.com with the following details:
• Your full name and order number
• The reason for return
• Any supporting photos, if applicable

We will provide instructions on how to proceed.

If you have any questions regarding our return policy, feel free to contact us. Your satisfaction is important to us, and we’re always happy to help.