Refund & Cancellation Policy
Last updated: September 15, 2026
Cancellation
Because personalised products may enter production soon after payment verification, cancellation requests should be made as early as possible. Once custom production has started, cancellation may not be possible.
Damaged or incorrect items
If an item arrives damaged, defective or materially different from the confirmed order, contact us promptly through the Contact page with the order number and clear photographs. We will review the issue and, where appropriate, arrange a replacement, correction or refund.
Personalised products
A change of mind after personalised production has started may not qualify for a refund because the product has been made specifically for the customer.
Refund processing
Where a refund is approved, we will confirm the amount and method with the customer. Processing time can depend on the payment method and banking provider.
Event services
Cancellation and refund terms for event decoration or planning services depend on the agreed quotation, booking date, advance payment and work already committed. The applicable terms will be communicated when the booking is confirmed.