Returns & Refunds

We want you to love your order. Because most of our items are personalised or made to order, please read this carefully before ordering.

Personalised & made-to-order items

Under the Consumer Contracts Regulations, items that are personalised or made to your specification are exempt from the standard 14-day cancellation right. This means we're unable to offer a refund or exchange on personalised items simply because you've changed your mind — each one is made uniquely for you.

Please double-check your spelling, names, wording and design choices before you order.

If something's wrong

Of course, this doesn't affect your legal rights if an item is faulty, damaged, or not what you ordered. If that happens, please email us at prettylovelyuk@gmail.com within 14 days of delivery with your order number and a photo, and we'll put it right with a repair, replacement or refund.

Non-personalised items

For any item that is not personalised or made to order, you may cancel within 14 days of receiving it and return it unused and in its original condition for a refund. Return postage is at your own cost unless the item is faulty. Please contact us first so we can give you the return address.

Cancelling before we start

If you need to cancel an order, contact us as soon as possible at prettylovelyuk@gmail.com. If we haven't yet started making your personalised item, we'll do our best to cancel and refund you.

Refunds

Where a refund is due, we'll process it to your original payment method within 14 days of receiving the returned item (or of agreeing the refund for a faulty item).

How to reach us

Email prettylovelyuk@gmail.com with your order number and we'll help as quickly as we can.

This does not affect your statutory rights. Last updated: July 2026.