Shipping & Returns
Most of our items benefit from free delivery if the delivery address is Mainland UK. If you are outside of this area your delivery costs will be calculated at the checkout stage depending on the delivery address.
If any item sold does not benefit from free U.K. delivery, this information will e displayed on the product page so please be sure to read the details.
If you choose Fast and Free generally your item will be with your within 2-5 days. Please note however we use Royal Mail who do not guarantee delivery within this timescale.
There are some items which due to their design and nature do take longer for our elves in the workshop to produce so please do check carefully the estimated creation date on the product description.
If you want to guarantee delivery of your item quickly then you need to choose the expedited next working day (if ordered before 1pm) option at checkout. The item will then be sent with our chosen courier on a tracked service.
Please note your personalised item can only be returned if the item is faulty or the personalisation you receive is different to that which you ordered. Please read our returns policy for more information
Return & Exchange Policy
RETURN & CANCELLATION POLICY
How to cancel your order, or return or exchange a product.
Cancelling your order
You have 2 hours from ordering your item to cancel it. After that time we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case your order will be sent to you and a refund will not be provided.
If your item is NOT personalised:
If already received, repackage the item up and send it back to us at the stated returns address within 14 days of receiving the item and letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
Once we (Pet Signature Limited) receive the item we will process the refund directly to your payment card, provided that the item arrives with us undamaged and in a re-saleable condition.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the us and agreed that doing so won’t affect any refund you may be entitled to.
If your item is personalised:
Unfortunately, some items are non-cancelable and non-refundable:
Anything that’s made to your specific requirements, is personalised or otherwise can’t be resold due to a bespoke element,
Perishable products (like food or flowers),
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics,
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.