Returns & Refunds
We want you to be delighted with your FLFFY purchase. Return rights depend on whether an item is standard, clearly personalised or made to your specifications. Please read this policy before placing your order.
Personalised & Made-to-Measure Items
The statutory right of withdrawal generally does not apply to items that are clearly personalised or made to your individual specifications, where this exception is permitted by law.
Examples include:
- Items personalised with a name, text or engraving
- Personalised nameplates, jewellery, bows, glasses or keepsakes
- Items made to your individual measurements
- Products created with a specific detail requested by you
These items cannot be returned simply because you change your mind or later want different personalisation. This does not affect your legal rights if an item is faulty, incorrect or does not match the details confirmed in your order.
Please check all names, spelling, dates, measurements, colours and other selected details before placing your order. If you notice a mistake, contact us as soon as possible. Once work has started, we may be unable to make changes or cancel the order.
Non-Personalised Items
Where the statutory right of withdrawal applies, you may notify us that you wish to return a non-personalised item within 14 days of delivery. After notifying us, you have a further 14 days to send it back.
You may inspect and try on the item as you would in a physical store. You may be responsible for any loss in value resulting from handling or use beyond what is necessary to assess the item.
Please contact us before returning an item so we can provide return instructions.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective or incorrect, please contact us as soon as possible. We kindly ask you to notify us within 48 hours where possible; this request does not limit your legal rights.
Please include your order number, a description of the issue, and clear photographs of the item and, where relevant, its packaging and shipping label.
If an item is damaged, defective or does not match the order you confirmed, we will help resolve the issue in accordance with your legal rights.
Slight colour differences caused by screen settings, or minor variations inherent to handmade materials, are not automatically defects, provided the item matches its description and confirmed specifications.
Return Shipping
For eligible change-of-mind returns, the customer pays the direct return shipping costs, provided this has been made clear before purchase.
If a return is needed because an item is damaged, defective, incorrect or differs from the confirmed order due to an error by FLFFY, we will cover the reasonable return shipping costs or arrange another suitable solution.
We recommend using a tracked service and keeping your proof of postage. For standard change-of-mind returns, the customer is responsible for the item until it reaches FLFFY.
Refunds
Eligible refunds will be made to the original payment method. For a full withdrawal, standard delivery costs will also be refunded where required by law; any additional charge for express or upgraded delivery will not be refunded.
We will issue the refund within 14 days of receiving your withdrawal notice. We may wait to refund you until we receive the returned item or proof that it has been sent, whichever happens first. Your bank or payment provider may take additional time to process the refund.
Questions
If you have questions about whether an item is eligible for return, please contact us before placing your order.