Returns Policy

Returns Policy

Refunds

We do not offer refunds on personalised items unless they are found to be faulty, as outlined in the Consumer Rights section below. For non-personalised pre-order items, if they are unsuitable, we offer an exchange only.

Cancellations

You may cancel your order up to 14 days after receiving your items, unless the goods fall under an exemption. Exempt items include pre-orders, personalised products, bespoke items, or orders that have already entered our embroidery process.

To cancel your order, please contact us, preferably via email at littlebondsofgold@gmail.com. While we will do our best to accommodate changes, we cannot guarantee amendments once an order has been placed.

If you cancel, you must return the items to us at 2 Normand Road, Dysart, Kirkcaldy, Fife, KY12XJ within 14 days of your cancellation notice. You are responsible for arranging and covering the cost of the return.

Refunds will be issued within 14 days of receiving the returned items, provided they are unused and in original condition. If the goods have been handled in a way that reduces their value, we may deduct an appropriate amount from the refund.

If you prefer a credit note or exchange instead of a refund, please let us know, and we will consider your request.

Consumer Rights

We are committed to supplying goods that meet the terms of your contract with us. If you receive faulty items, the cancellation terms do not apply. In such cases, we will resolve the issue in line with your consumer rights. If you believe your item is faulty, please contact us at littlebondsofgold@gmail.com.

Lost Mail

We do not assume responsibility for lost mail if our courier provides proof of delivery, such as a signature. Our orders are shipped via a fully tracked Royal Mail service, which records the journey of each parcel.

If a delivery is marked as completed but you did not receive the parcel, we will initiate an investigation with Royal Mail to track its location via GPS. Please note that we cannot automatically issue refunds or replacements until the investigation is complete.

For items left in a designated safe place, we are not liable if the item is missing upon retrieval, provided the courier confirms delivery to the specified location. Claims for lost parcels can take several weeks to process. If Royal Mail confirms the parcel is lost, we will offer a replacement or, if you prefer, a refund or credit note.

To ensure timely resolution, any claims must be reported within 14 days of the expected delivery date.