Refund policy

At Bespoke Memories and Designs we understand that customers can change their mind after buying our products. If you are buying a ready made product from our website, you have the right to cancel your order up to 14 days after receiving the goods and then you have 14 days to send them back. Please contact us before posting your return so we can provide the return address and instructions. For change-of-mind returns, customers must arrange and pay for their own return postage. 

You may handle the item in the same way you would in a shop, including trying it on or taking it out of the box to inspect it. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at bespokememoriesdesigns@gmail.com. Please note that the return address will be sent to you via email. 

For change-of-mind returns, we’ll provide instructions on how and where to send your package. You will need to arrange and pay for the return postage yourself; we will not provide a prepaid return label or deduct a label cost from your refund. Please include your order number or proof of purchase with your return so we can identify your order. 

You can always contact us for any return question at bespokememoriesdesigns@gmail.com. 

Personalised products
Unfortunately, we are unable to offer a refund, if you change your mind (including colour, size or design you selected) about the personalised products that you have ordered, made a mistake when ordering the product (misspelling, wrong date, incorrect text) or no longer want the product. 

If the item is broken, of unsatisfactory quality, not fit for purpose, or the seller made a spelling/design error compared to what you requested, the exemption disappears. Under the Consumer Rights Act 2015, you have full rights to a repair, replacement, or a refund just like any non-personalised product. If this happens you must contact us as soon as possible via email and include your order number, photos of the issue, and a description of the defect. 

We will email you by return to give you further instructions or next steps in how we will rectify this. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If we need you to return a faulty, damaged or incorrect item, we will provide a prepaid return shipping label at no cost to you. The label cost will not be deducted from your refund.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period Read the official EU guidance, including exceptions to the cooling-off period.
For eligible purchases shipped into the European Union, the 14-day cooling-off right applies without needing to give a reason, subject to the exceptions explained in the official EU guidance linked above, including goods made to order or clearly personalised. You may handle the item in the same way you would in a shop, including trying it on or taking it out of the box to inspect it. You’ll also need the receipt or proof of purchase.

Refunds
For eligible online cancellations, we will refund you on your original payment method within 14 days of receiving the returned goods. This includes the standard outbound delivery cost you paid. If you chose a more expensive delivery option, we will refund only the standard delivery cost. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have not received your refund within 14 days of us receiving the returned goods, please contact us at bespokememoriesdesigns@gmail.com.