Refund policy

RETURNS

All of our items are made to order just for you, when the order is placed. We do not accept returns on personalised items.

PACKAGES WITH DAMAGED OR MISSING ITEMS
Please notify us within 14 calendar days of delivery acceptance to file a claim. Please check your package contents immediately upon receiving.

If you find something is not right, contact us right away, providing your name, order number, a detailed description of the damage with a photograph.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@designandetch.co.uk and send your item to: Design and Etch, 9 Masefield Way, Ettiley Heath, Sandbach, Cheshire, CW11 3ZJ

We will not cover the cost of postage for items returned, it is the responsibility of the customer to ensure that any returned item is packaged correctly and is sent back within a reasonable time scale after notifying us of the defect.

CANCELATIONS (if applicable)
We will only accept a full cancelation if your order has not been processed. If you need to cancel your order please notify us within 24hrs of making your purchase.

If your order has been put into production or dispatched then unfortunately we can’t offer you a refund or make any further amendments.

If you need to cancel an order please send us an email at hello@designandetch.co.uk as soon as possible.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@designandetch.co.uk.