Refund policy
We want you to love your order from The Custom Company UK. Every order is made with care, and if something isn’t right, please contact us so we can work with you to put it right.
Made to Order & Personalised Items
Many of our products are made to order, personalised or bespoke to your requirements. Because these items are created specifically for you, we are unable to accept cancellations, returns or exchanges simply because you have changed your mind, unless your order has not yet entered production.
Please check all personalisation, spellings, sizes, colours and options carefully before placing your order.
This does not affect your statutory rights. If your item is faulty, damaged, not as described or does not meet the requirements of your order, please contact us and we will work with you to resolve the issue.
Before You Order
As personalised and made to order items are created using the information provided at checkout, we cannot be responsible for errors in personalisation details supplied by the customer.
Please carefully check:
• Names and spellings
• Dates and ages
• Sizes
• Colours and design choices
• Quantities
• Any other personalised information
If you notice an error after placing your order, please contact us as soon as possible. We may be able to make changes if your order has not yet entered production.
Damaged or Faulty Items
If your order arrives damaged or you believe your item is faulty, please contact us within 7 days of delivery.
Please provide:
• Your order number
• A clear description of the issue
• Clear photographs showing the item and any damage or fault
• Photographs of the packaging where relevant
Please do not return an item before contacting us. We will provide the appropriate next steps and return instructions where a return is required.
If the item is confirmed to be faulty, damaged or not as described, we will offer an appropriate remedy in accordance with your consumer rights.
Returns
Where a return has been agreed, items must be returned in an unused and resalable condition, with their original packaging where applicable.
For hygiene reasons, certain products may need to remain unopened and unused to be eligible for return where a return right applies.
Unauthorised returns may not be accepted.
Refunds
Where a refund has been approved, it will normally be issued to the original payment method.
Please allow 5 to 10 business days for the refund to appear in your account once it has been processed. The time taken for funds to appear may vary depending on your payment provider.
Where an item is returned because it is faulty, damaged or we have made an error, we will confirm the appropriate refund or remedy with you.
Exchanges
For personalised and made to order products, exchanges are generally not available where the item has been made specifically to your requirements.
If you have received an incorrect, faulty or damaged item, please contact us before returning it so we can arrange the appropriate solution.
Non Returnable Items
The following items are generally non returnable where they have been made specifically to your requirements:
• Personalised and bespoke products
• Made to order products where production has commenced
• Digital products
• Gift cards
• Items that have been used, altered or damaged after delivery, unless the issue is due to a fault or our error
This does not affect your statutory consumer rights.
Contact Us
If you have a question about your order, delivery, return or refund, please contact us using our Contact form or by email.
Please include your order number wherever possible so we can assist you as quickly as possible.
The Custom Company UK
Chelmsford, Essex, UK
We are always happy to help resolve genuine issues with your order.