POLICIES

Policies

Effective from: 09/06/2025
Business Location: South East London, UK
Shipping Carrier: Royal Mail (Tracked Only)

1. CUSTOM ORDERS & PRODUCTION

All items are handmade and made-to-order. Due to the personalised nature of our products:

  • All sales are final. No returns or exchanges are accepted.

  • Once an order has entered production, it cannot be changed, cancelled, or refunded.

  • Production will not begin until full payment is received.

💬 Modifications:
If your order hasn’t yet entered production and you’d like to make changes (such as colours, names, wording etc), please email us as soon as possible at lioraeuk@gmail.com . We will do our best to accommodate your request.

2.  PROOFS & APPROVAL

A design proof/mock-up will be sent to the email address provided at checkout before printing begins.

  • You will be allowed up to 3 minor revisions (e.g. text adjustments, colour tweaks).

  • Additional changes beyond this or a full redesign/theme change will incur a design fee of £20–£25, depending on the scope.

  • Once your design is approved, it is final. We are not responsible for spelling mistakes or incorrect information provided by the customer.

  • If no response is received within 72 hours, your order will be processed and shipped as per the latest approved proof.

3.  TURNAROUND & RUSH ORDERS

Standard production time is 1–14 business days, not including shipping. Please order in advance of your event date. Some items have a shorter processing times then others please check product description.

  • Orders are prioritised by the need-by date, not the event date.

  • If you need a rush order, please notify us before placing your order. Rush services start at £15-50+ and must be paid at the time of booking. Rush availability depends on our schedule.

4.  SHIPPING POLICY

We ship via Royal Mail Tracked services only. Shipping timelines and policies are as follows:

  • UK Shipping (Tracked 24 or Tracked 48 depending on urgency).

  • Please make sure you have included the right address.

  • Tracking information will be emailed once dispatched.

  • We are not responsible for delays, lost, stolen, or damaged packages once the item has been handed over to Royal Mail.

  • Customers must file any damage or delay claims directly with Royal Mail.

  • Incorrect addresses: If an incorrect shipping address is entered at checkout and the item is returned, the buyer is responsible for re-shipping fees.

Collection:
Collection is available from South East London. The address will be provided once your order is complete and a pickup time is confirmed.

❗ We do not ship to P.O. Boxes.

5. RETURNS, REFUNDS & CANCELLATIONS

Due to the customised nature of our products:

  • All sales are final.

  • No refunds or cancellations will be offered unless we are at fault (e.g., we sent the wrong item).

  • You may request cancellation only if production has not yet begun.

  • Under UK law, customised and personalised items are exempt from the standard 14-day return policy under the Consumer Contracts Regulations 2013 (Regulation 28(b)).

If you feel there has been a genuine mistake on our part, please contact us within 48 hours of receiving your item with clear photographs and your order number.

6. PAYMENTS

  • Full payment is required to secure your order and begin the design process.

  • Orders over £400 may require a signed agreement or ID confirmation to protect against fraudulent orders.

  • Invoices are valid for 24 hours only. Production will not begin until payment is received.

7. CHARGEBACKS

We aim to provide excellent customer service. If you have an issue, please contact us first to resolve it.

Unjustified chargebacks will result in a ban from future purchases. Fraudulent chargebacks may be pursued through legal action in accordance with the UK Fraud Act 2006.

8. DIGITAL PRODUCTS (if applicable)

  • Digital files are non-refundable once delivered.

  • Ensure all information and spellings are correct before finalising your design. Any post-delivery corrections will incur an additional charge.

9. COPYRIGHT & INTELLECTUAL PROPERTY

  • We do not claim ownership of any licensed characters or logos used in custom work. These belong to their respective copyright holders.

  • Our fees are for the design, customisation, and handmade crafting services only.

  • All designs are intended for personal use only. They may not be resold or distributed for profit.

10.  ORDER ACCURACY & RESPONSIBILITY

  • Please double-check all spellings, names, dates, address and personalisation at checkout.

  • Any errors that were submitted by the buyer will not be corrected free of charge once approved or printed.

  • If we are at fault, we will correct the error at no cost to you.

11.  CONTACT INFORMATION

Have a question about your order or need to make a change? Reach out:
📩 Email: Lioraeuk@gmail.com
📍 Location: South East London
📦 Shipping: Royal Mail Tracked Only

12.  LEGAL SUMMARY (UK LAWS)

This business adheres to UK consumer law where applicable, including:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013 (Regulation 28 excludes personalised items from refunds)

  • Data Protection Act 2018 and UK GDPR for customer information

  • Fraud Act 2006 for protection against chargeback fraud