Returns & Refunds

We want you to be delighted with your FLFFY purchase. As many of our products are personalised especially for each customer, different return conditions apply to personalised and non-personalised items. Please read our return policy carefully before placing your order.

 

Personalised & Custom-Made Items

The statutory 14-day right of withdrawal does not apply to products that have been personalised or created according to the customer’s individual choices or specifications.

This includes, but is not limited to:

• Products featuring a chosen name, text or engraving
• Personalised nameplates
• Personalised jewellery, bows, glasses and keepsakes
• Walking sets or accessories personalised with a name
• Products made according to custom measurements
• Products featuring another individually requested detail

When these products have been correctly produced and delivered as ordered, they cannot be returned, exchanged or refunded.

Please carefully review all names, spelling, measurements, colours and other selected details before placing your order. FLFFY is not responsible for errors in personalisation details submitted by the customer.

Once production or personalisation has started, changes or cancellations are no longer possible.

This exclusion does not affect your legal rights if an item arrives damaged, defective, incorrect or does not match the personalisation details confirmed in your order.

 

Non-Personalised Items

For standard products that have not been personalised or created according to individual specifications, you have the right to notify us of your return within 14 days after the day of delivery, without providing a reason.

After notifying us, you have a further 14 days to return the item.

Items must be returned with all included parts and accessories and, where reasonably possible, in their original packaging.

You may inspect the item as you would in a physical store. You may be responsible for any reduction in value caused by handling or use beyond what is necessary to inspect the nature, characteristics and functioning of the product.

Please contact FLFFY before returning an item. Returns sent without prior notification may take longer to process.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us as soon as possible. Where possible, we kindly ask you to notify us within 48 hours of delivery. This requested notification period does not affect your statutory rights.

Please include:

• Your order number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the packaging and shipping label where applicable

If FLFFY made an error in the personalisation, or if the item arrives damaged, defective or different from what was ordered, we will assess the issue and provide an appropriate solution in accordance with your legal rights.

Minor differences in colour caused by screen settings or variations inherent to materials and handmade personalisation are not automatically considered defects.

Customer-Supplied Information

Personalised products are created using the information provided by the customer when placing the order.

The customer is responsible for checking the accuracy of all submitted names, spelling, dates, measurements and other personalisation details.

If an item has been correctly personalised according to the information submitted with the order, it cannot be returned, exchanged or refunded because the customer later wishes to change those details.

 

Return Shipping

For an eligible return of a non-personalised item, the customer is responsible for the direct cost of returning the product.

If the return is required because the item is damaged, defective, incorrect or does not match the confirmed order due to an error by FLFFY, FLFFY will cover the reasonable return shipping costs or provide another suitable return solution.

We recommend using a tracked shipping service and retaining your proof of postage. For standard customer returns, the returned item remains the customer’s responsibility until it has been received by FLFFY.

 

Refunds

Once an eligible return has been received and inspected, the refund will be issued to the original payment method.

When a complete eligible order is returned under the statutory right of withdrawal, the original standard delivery costs will also be refunded. Additional costs resulting from an upgraded or express delivery method will not be refunded.

If only part of an order is returned, the original delivery costs will not be refunded.

Refunds will be processed within 14 days after we receive your withdrawal notice. FLFFY may withhold the refund until the returned item has been received or until you provide evidence that it has been sent back, whichever occurs first.

Please allow several business days for your bank or payment provider to process the refund after it has been issued.

 

Questions

If you have any questions about whether an item is eligible for return, please contact us before placing your order.

Our team is always happy to assist you.