Refund policy

Returns & Refunds Policy

Teddy & Lace

At Teddy & Lace, every order is carefully prepared with love and attention to detail. We take pride in creating beautiful, personalised gifts and want every customer to be delighted with their purchase.

If something isn't quite right with your order, please get in touch and we'll be happy to help.

1. Personalised & Custom-Made Products

Many Teddy & Lace products are personalised or made to your individual specifications, including items featuring names, dates, initials or other custom details.

Personalised and custom-made products are not eligible for returns, exchanges or refunds due to a change of mind, unless otherwise agreed.

Please carefully check all personalisation details, including spelling, names, dates and colours, before completing your purchase.

Products will be personalised according to the information supplied when ordering. Teddy & Lace cannot normally accept responsibility for errors in personalisation details provided by the customer.

This policy does not affect your statutory rights if an item is faulty, damaged, incorrectly personalised by Teddy & Lace or not as described.

2. Non-Personalised Products

For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, please contact us at teddyandlace4@gmail.com within 14 days of delivery.

You then have a further 14 days to return your item.

Returned products should be securely packaged and handled with reasonable care. You may inspect an item as you would in a shop, but a deduction from your refund may apply if its value has been reduced by unnecessary handling.

Unless the item is faulty or incorrect, customers are responsible for the direct cost of return postage.

3. Damaged, Faulty or Incorrect Items

Every order is carefully checked and packaged before dispatch. However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible.

Email teddyandlace4@gmail.com with:

Your order number
A brief description of the issue
Clear photographs of the item and packaging, where helpful

We will review the issue and arrange an appropriate solution.

Depending on the circumstances and your statutory rights, this may include a repair, replacement or refund.

If Teddy & Lace has made an error with your personalisation, we will work with you to resolve it.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

4. Order Cancellations & Amendments

We understand that mistakes can happen!

If you need to cancel your order or change any personalisation details, please email teddyandlace4@gmail.com as soon as possible.

For personalised or custom-made products, cancellation or amendments may not be possible once production has begun.

Where possible, we will do our best to accommodate changes before production starts, but this cannot be guaranteed.

For eligible non-personalised products purchased online, your statutory cancellation rights still apply.

5. Refunds

Where a refund is due, it will be issued to your original payment method.

For eligible change-of-mind cancellations, refunds will include the standard outbound delivery charge where applicable. Any additional amount paid for an upgraded delivery service is not normally refundable.

Refunds will be processed within 14 days of receiving returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier. Where no goods need to be returned, applicable statutory refund deadlines will be followed.

Your bank or payment provider may take additional time to display the refund in your account.