Refund policy

Returns & Refund Policy

We hope you love your Claudia Anne Designs order! As many of our products are made or personalised especially for you, please read our returns policy carefully before placing your order.

Personalised & Made-to-Order Items

Unfortunately, we cannot accept returns, exchanges or cancellations for items that have been personalised or made to your individual specifications, unless the item is faulty, damaged, incorrectly made or not as described.

Please take extra care when entering names, initials, wording, colours and other personalisation details when placing your order. We will create your item using the information provided at checkout and cannot accept responsibility for errors in personalisation details supplied by the customer.

If you realise you've made a mistake after placing your order, please contact us as soon as possible at hello@claudiaannedesigns.co.uk. If we haven't yet started making your item, we'll do our best to help, although changes cannot be guaranteed.

Non-Personalised Items

If you change your mind about a non-personalised item purchased online, please contact us within 14 days of receiving your order to let us know that you wish to return it.

Once you have notified us, you then have a further 14 days to return the item.

Returned items should be unused, unworn and returned in their original condition. You may handle the item as you reasonably would when examining it in a shop, but we may make a deduction from your refund if the item's value has been reduced as a result of unnecessary handling.

Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning the item.

Please contact hello@claudiaannedesigns.co.uk before returning an item so we can provide you with the appropriate return instructions.

Faulty, Damaged or Incorrect Orders

Every order is carefully checked before it leaves us, but if something isn't right, please contact us as soon as possible.

If your item arrives faulty or damaged, has been made incorrectly by us, or you have received the wrong item, please email hello@claudiaannedesigns.co.uk with your order number, a description of the issue and, where helpful, photographs showing the problem.

We will review the issue and arrange an appropriate solution, which may include a replacement, repair or refund depending on the circumstances and your statutory rights.

If we ask you to return an item because it is faulty, damaged, incorrect or not as described, we will cover the reasonable cost of returning it.

Exchanges

We don't currently offer direct exchanges.

For eligible non-personalised items, you can return your original item in accordance with the policy above and place a new order for the item you would prefer.

Personalised or made-to-order items cannot be exchanged unless there is a fault or we have made an error with your order.

Sale Items

Sale items follow the same return rules as full-price items. Eligible non-personalised sale items may still be returned in accordance with your statutory cancellation rights.

Personalised or made-to-order sale items remain non-returnable unless they are faulty, damaged, incorrectly made or not as described.

Refunds

Once we have received your return, we will inspect the item and confirm your refund.

Where you exercise your statutory right to cancel an eligible order, refunds will be made in accordance with applicable UK consumer law, including the relevant standard delivery charge where required.

Refunds will be made to your original payment method. Once processed, please allow additional time for your bank or payment provider to credit the funds to your account.