Refund policy
Returns & Refunds
We want you to love your order from LLEWES CYF. Please read our refund and returns policy carefully before purchasing.
Personalised Items
Because personalised and custom-made items are created specifically for you, we do not accept returns or offer refunds for these products.
However, if there is an issue with your order (e.g., damage, printing error, or a mistake on our part), please contact us within 48 hours of receiving your item at helo@llewes.co.uk, and we will work with you to resolve it.
Customer Responsibility for Wording & Permissions
When ordering a personalised product, the customer is fully responsible for:
- Ensuring all spelling, wording and details submitted are correct
- Obtaining permission to use any names, quotes, lyrics, poems, or text they provide
- Ensuring they have the legal right to reproduce any copyrighted material
LLEWES CYF is not responsible for issues arising from incorrect or unauthorised text supplied by the customer.
Non-Personalised Items
We do not offer refunds; however, non-personalised items can be exchanged.
Exchange Conditions
To qualify for an exchange:
- The item must be unused and in its original condition
- You must contact us within 14 days of receiving your order
- The item must be returned within 28 days
Postage Costs
Customers are responsible for:
- Return postage costs
- Postage for the replacement item
We recommend using a tracked service for returns, as we cannot be responsible for items lost in transit.
We are not responsible for delays or lost parcels due to incorrect shipping details provided by the customer.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours with photos of the issue.
We will replace the item or offer an appropriate solution.