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Frequently Asked Questions

If your question isn't covered below then please contact us directly and we will be happy to help.

Can I return a personalised item?
Personalised Items
Unfortunately, as these items have been specifically designed just for you, we a
re unable to offer exchanges or refunds on these products unless there is a fault.

Non- personalised items
If you change your mind about a non-personalised product you have ordered then please send us an email within 14 days, quoting your order number and reasons for requesting a refund and we will reply within 48 hours with the details you need to return your product.  The refund will be issued once we have received and checked the item.

What do I do if my item is faulty?
We do our best to check all items before posting however in the unlikely event that your order does arrive fully or damaged then please send us an email within 7 days of receiving the item, together with photographs and a description of the fault and we will happily offer you an exchange or credit note.  We will reply within 48 hours with the details needed for a return.

If the item is deemed faulty, we will cover the return postage costs of up to £3.95. W e advise all items are sent back using a signed for/recorded service as we can not accept responsibility for any missing items.

Please note that images on the website can vary on different devices, if the shade of the product is different to the image this is not considered a fault.

Can I amend my order?
If you notice that you have made a mistake with your order then please contact us immediately as once your order has been processed, it can be very difficult to amend.  
All efforts will be made to resolve the issue and fulfill your order.

Do you offer the pouches in alternative colours to match my colour scheme?
Our pouches are extremely popular for bridal parties and therefore a range of colours are requested.  If you have a specific colour in mind then please get in touch.  Please note for custom colours we have a minimum order quantity of two.

Can I request an alternative monogram colour?
Unfortunately not.  We feel that the Gold and Pearl are the perfect compliment to the range of bags and the variety of colours that we offer.  However we are always open to comments and suggestions so please do send us a message, it could well become a new Limited Edition colour in the future! 

Do you offer a different monogram font?
This is a topic that we are constantly reviewing and discussing in the office.  At the moment we only offer the one style of font but we would love to offer alternatives in the future. Please pop any suggestions our way!  

How do I keep my product in the best condition? 
We recommend that products should be wiped clean only using a damp cloth.

How long does personalisation take?
As all of our products are hand finished, we have a turnaround time of 5-7 business days. (This does not include weekends, bank holidays and postage times)  During seasonal time please allow extra time.

If you urgently need an item, please email us BEFORE ordering to check availa
bility to fast track.

How much is shipping?
We have a standard delivery charge of £3.95 for each order.  All orders are sent first class via Royal Mail and you will receive a confirmation email once your order has been dispatched.

Delays unfortunately can occur within the postal system, especially during peak times which is sadly out of our control.  If your order has not arrived, please allow at least 7 working days from the dispatch date before messaging us.

First class orders do not generate a traceable number, if you would like to track your order then please upgrade your postage option when ordering.

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