Returns & Refunds
At Made By Yours Sincerely, the majority of our products are made to order and personalised specifically for you. Please read our returns and refunds policy carefully before placing your order.
Personalised & Custom-Made Items
Due to the personalised and made-to-order nature of our products, we do not accept returns, exchanges or cancellations for change of mind once an order has entered the design or production process.
This includes products personalised with names, dates, destinations, photographs, colours, wording or other details selected or supplied by you, as well as products created as part of our Design Your Theme service.
Please ensure that all personalisation details provided when ordering are correct.
Custom Design Fee
Custom Design Fees are charged for the time involved in developing a bespoke theme or design for your order.
Once design work has begun, the Custom Design Fee is non-refundable.
Design Proofs & Approval
Where a digital proof is provided, it is the customer's responsibility to carefully check all details, including names, dates, spelling, wording, colours and photographs before approving the design.
Once a design has been approved, production may begin. We cannot be responsible for errors that were present in an approved proof.
If you request changes after approving your design, we cannot guarantee that these can be accommodated once production has started and additional charges may apply.
Please note that colours may vary slightly between your screen and the finished printed product due to differences in screen settings, printers, materials and finishes.
Faulty, Damaged or Incorrect Items
Although personalised items cannot normally be returned simply because you have changed your mind, this does not affect your statutory rights.
If your order arrives damaged, faulty, incorrect or materially different from what you ordered, please contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photographs of the item and, where relevant, its packaging
We will review the issue and provide an appropriate resolution in accordance with your statutory rights.
Please do not dispose of a damaged or faulty item until we have reviewed your enquiry, as we may require additional photographs or ask for the item to be returned.
Customer-Supplied Information
We cannot offer refunds or replacements where an error results from incorrect information supplied by the customer, including incorrect spelling, names, dates, photographs, addresses or other personalisation details.
Where a proof has been supplied and approved by the customer, the approved design will be treated as confirmation that the personalisation details are correct.
Photographs & Image Quality
Where customers provide photographs for personalised products, it is the customer's responsibility to provide a clear, suitable-quality image.
The final print quality will depend on the quality and resolution of the image supplied. We cannot be responsible for reduced print quality resulting from low-resolution, blurred, cropped or otherwise unsuitable customer-supplied images.
Cancellations
If you need to request a cancellation, please contact us as soon as possible.
As our products are personalised and made specifically for each customer, cancellation rights that normally apply to online purchases may not apply to personalised or custom-made goods.
If design or production work has already started, we may be unable to cancel or refund the order.
Delivery
Please ensure that the delivery address provided at checkout is complete and correct.
Delivery estimates are not guaranteed delivery dates unless expressly stated otherwise. Once an order has been dispatched, delays caused by the delivery carrier are outside our direct control.
If your parcel appears to be lost or arrives damaged in transit, please contact us so that we can investigate the issue with the carrier.
Contact Us
If you have an issue with your order, please contact us with your order number and details of your enquiry. We will always review genuine problems with an order and work to provide an appropriate resolution.
Made By Yours Sincerely
This policy does not affect your statutory rights.