Returns, Refunds & Cancellations Policy

At PersonalisedByPenny, every order is prepared with love, care and attention to detail. We want you to be completely happy with your purchase and take great pride in the quality of our personalised products.

Please read our returns and cancellations policy before placing your order.

Personalised & Custom-Made Products

As our personalised and custom-made products are created specifically to your requirements, we are unable to accept returns or exchanges for a change of mind, an unwanted gift or an incorrect size chosen by the customer, unless the item is faulty or not as described.

This includes personalised baby clothing, embroidered gift sets, blankets, accessories and other products made to your specifications.

Your statutory rights are not affected.

Personalisation & Spelling Errors

Please double-check all personalisation details before completing your purchase, including:

• Names and spelling

• Capital letters

• Dates and wording

• Embroidery fonts and thread colours

• Clothing sizes and other selected options

Customers are responsible for ensuring the information they provide is accurate.

We embroider names and wording exactly as supplied or subsequently agreed.

If an item has been personalised correctly according to the information provided by the customer, we cannot offer a refund or free replacement solely because the customer entered incorrect details.

However, if we make an error with your personalisation, we will put things right at no additional cost.

Mistakes Made by PersonalisedByPenny

We take great care with every order, but occasionally mistakes can happen.

If we have embroidered a name incorrectly, supplied the wrong item, or made another mistake with your order, please contact us as soon as possible.

Where the error is ours, we will happily arrange an appropriate replacement or refund, in accordance with your consumer rights.

We may ask for photographs to help us understand and resolve the issue quickly.

Faulty or Damaged Items

If your item arrives faulty, damaged or not as described, please contact us with your order number and details of the problem.

Photographs are helpful where available.

We will work with you to resolve the issue and provide a refund, repair or replacement as required by UK consumer law.

Where a return is necessary because of a fault or an error on our part, we will cover reasonable return postage costs.

Order Cancellations

We understand that circumstances can change.

We are happy to accept cancellation requests for personalised orders provided we have not yet started work on your order.

Please contact us as soon as possible if you wish to cancel.

Once work has begun on a personalised or genuinely custom-made item, we may be unable to accept a cancellation for change of mind.

This does not affect your statutory rights if an item is faulty, not as described, or where cancellation rights otherwise apply.

Custom Orders & Pre-Orders

Certain items are specially sourced or made to your requirements, including our custom collar sets and selected pre-order collections.

Where products are genuinely made to your individual specifications, change-of-mind cancellation rights may not apply.

For standard, non-personalised products, statutory cancellation rights still apply even if an item has been ordered from a supplier or is described as a pre-order.

Please check the individual product listing for estimated processing and delivery times before ordering.

Non-Personalised Products

For standard, non-personalised products purchased online, customers normally have the right to cancel within 14 days of receiving their order, without giving a reason.

Once cancellation has been requested, the item must be returned within a further 14 days.

Customers are responsible for the direct cost of return postage for change-of-mind returns, unless we agree otherwise.

Items may be inspected as they would be in a shop. Any reduction in value caused by handling beyond what is necessary to inspect them may be deducted from the refund where legally permitted.

Refunds will include the applicable standard outbound delivery charge and will be processed within the legally required timeframe.

Returning an Item

Please contact us before sending a return so we can provide the correct return instructions and address.

When contacting us, please include your order number, the item concerned and the reason for your return.

We recommend obtaining proof of postage when returning an item.

Refunds

Once a refund has been approved, it will be issued to your original payment method within the applicable legal timeframe.

Please allow additional time for your bank or payment provider to process the payment.

Contact Us

If you have any questions or concerns about your order, please get in touch through the Contact page on our website.

We are always happy to help and will do our best to resolve any problems fairly and promptly.

Thank you for supporting PersonalisedByPenny.

With love,

Penny ♡

PersonalisedByPenny

This policy does not affect your statutory rights under UK consumer law.