Returns & Refunds

Change of heart

If your gift doesn't quite fit the bill, you can return non-personalised items within 30 days of delivery for a full refund. That's longer than the 14 days the law requires. Just email us with your order number to let us know, then send the item back within 14 days of telling us. You pay the return postage. Please return items unused and well packed; if an item has been used or damaged beyond what's needed to look at it, we may reduce the refund to reflect that.

Personalised items

Items personalised with your own names, text, photos or designs are made just for you, so they can't be returned for change of mind (this exception is allowed by law). If something arrives damaged or not as described, we'll put it right (see below).

Faulty or damaged items

If your order arrives damaged or there's a fault, please let us know as soon as you can (ideally within 7 days of delivery) with a photo. We'll send a replacement or issue a full refund, often with no need to return the faulty item. If a return is needed, we'll cover the postage.

This is on top of your rights under the Consumer Rights Act 2015: you can reject a faulty item for a full refund within 30 days of delivery, and after that (up to 6 months) we'll repair or replace it, or refund you if that isn't possible.

Refunds

Refunds are issued to your original payment method and typically appear within 3–5 working days. You'll get an email confirmation when your refund is processed. We aim to refund within 14 days of receiving your return. When you return a whole order, we also refund the standard postage you originally paid; return postage is yours to cover unless the item was faulty or we sent the wrong thing.

How to start a return

Returns go to Mr D. Ferris, trading as Redhead & Freckles, Canvey Island, Essex, United Kingdom. We'll email you the full return address.