Refund policy

We want you to love your order from The Custom Company UK. If there's a problem, we'll always do our best to put it right.

Made-to-Order & Personalised Items

Because our products are custom-made, we cannot accept returns or exchanges unless the item is faulty or damaged. Please check spellings, sizes and options carefully before ordering.

How to Start a Return

  • Contact us with your order number, reason, and photos if faulty.
  • We’ll reply with the return address and next steps. Unauthorised returns may not be accepted.

Condition of Returns

  • Items must be unused, in original condition and packaging.
  • For hygiene/safety, drinkware and decals must be unapplied and unopened where applicable.

Refunds

  • Once inspected, approved refunds are issued to your original payment method within 5–10 business days.
  • Original shipping is non-refundable unless we made an error.

Exchanges

  • Fastest way: return the item and place a new order; or request a direct exchange (subject to stock).

Non-Returnable Items

  • Custom/personalised products (unless faulty)
  • Digital items or gift cards
  • Used or damaged items not due to our error

📦 Damaged or Faulty Items
  • Damaged/Faulty: Contact us within 7 days with clear photos and your order number 

📬 Contact Us

Questions about delivery or returns? We’re here to help.

  • Email us or use our Contact form