Returns & Refund Policy

Returns & Refund Policy

Thank you for shopping with us at Magpies Craft Company. We take pride in creating personalised items made just for you. Please read our policy below carefully, as personalised products have specific return conditions under UK law.

Personalised Items – No Returns or Exchanges

All of our products are custom-made to order, which means they are created specifically to your instructions. As such, we do not accept returns or exchanges for personalised items unless:

  • The item is faulty or damaged
  • There is an error on our part (e.g., incorrect name, date, or design)

This is in accordance with the UK Consumer Contracts Regulations, which exclude custom-made items from the standard 14-day return period.

Order Issues: Faulty, Damaged, or Incorrect Items

If your order arrives and something isn’t right, we’re here to help.

Please contact us within 7 days of delivery by emailing [your support email] and include:

  • Your order number
  • A clear photo of the item and the issue
  • A short description of the problem

If your item is found to be faulty or incorrect, we’ll offer:

  • A replacement sent at no extra cost, or
  • A full refund, including any original delivery charges (if applicable)

We may request you to return the item or provide further evidence of the issue. If a return is needed, we’ll send you the return instructions and may provide a prepaid shipping label.

Cancellations & Changes

We begin processing personalised orders soon after they are placed. If you need to cancel or make changes, please contact us within 12 hours of ordering. After this, we may not be able to make changes or stop production.

Customer Responsibility for Personalisation Details

Please ensure that all custom details (e.g., names, spellings, dates, colours) are correct before placing your order. We cannot offer refunds or replacements if incorrect information was provided by the customer.

Need Help?

If you have questions about your order or need assistance, please contact us at: