Cancellation policy

Overview
Most items available through our shop are ready for dispatch once an order is placed. Some products, including certain embroidered items, may be made to order and require additional processing time before dispatch.

Order cancellations
If you need to cancel an order, please contact us as soon as possible. Orders may only be cancelled before they have been dispatched or before work has begun on a made-to-order item. Once an order has been dispatched, it cannot be cancelled and will instead fall under our returns policy.

Made-to-order and personalised items
Some products are made to order or personalised specifically for the customer. Because these items are created to your specifications, they cannot be returned or refunded unless the item is faulty or damaged.

Pre-orders
Occasionally we may offer items on a pre-order basis. This means the item is not currently in stock but will be produced or restocked at a later date. Payment may be taken at the time of ordering to reserve the item. Pre-orders may be cancelled prior to dispatch. Once the item has been dispatched, our returns policy will apply.

For information on returning items or requesting a refund, please refer to our Returns Policy.