Refund policy

Return and refund policy:

Returns on personalised items: Due to the unique and custom nature of personalised products, items personalised with initials, names or custom wording are made uniquely for you and are not eligible for return or exchange unless faulty. This is in accordance with UK Consumer Rights (Consumer Contracts Regulations 2013, Schedule 2).

Returns on non-personalised items: If you've purchased a non-personalised item and change your mind, you're welcome to return it within 14 days of delivery for a full refund. The item must be unused, in its original condition and packaging. Return postage is the buyer's responsibility.

Faulty or damaged items: All items are quality checked before dispatch. If your item arrives with a fault or damage, please contact me straight away at hello@oliviaandgray.co.uk with your order number and photos, and I will make it right.

How to request a return: Please email hello@oliviaandgray.co.uk before posting your return so I can confirm the correct return address and process.

Refund processing: Refunds are processed within 5 working days of receiving your return.