Refund policy
Returns & Refunds
We want you to be delighted with your order.
Most of our products are handmade to order and personalised specifically for you. Because of this, personalised and custom-made products cannot be returned or refunded if you change your mind.
This does not affect your statutory rights. If your order arrives faulty, damaged, incorrect or not as described, please contact us and we'll work with you to put things right.
For standard (non-personalised) products, any applicable return rights will be provided in accordance with the consumer laws that apply in your country.
As our products are bespoke, custom-made or personalised specifically to your requirements, we cannot accept returns or offer refunds if you change your mind.
2. Order Cancellations
Orders may be cancelled within 15 minutes of being placed.
After this time, production may already have begun and we may be unable to accept cancellation requests, particularly for personalised or custom-made products.
3. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you have a legal right to a refund, repair, or replacement.
• Timeframe: Please report any damage or fault within 24 hours of delivery so we can resolve the issue as quickly as possible.
• Proof: We may require photographic evidence of the damage or fault before processing a resolution.
This does not affect your statutory rights.
4. Customer Errors- Spelling or grammatical mistakes in the personalisation details you provided.
- Incorrect size or colour choices made at the time of order.
- Design preferences after the item has already been created or approved.
For complex custom orders, we may send a design proof for your approval. Once you have formally approved a proof, no further changes can be made, and the order is considered final.
To report an issue with your order, please email hello@caketoppersbytracy.co.uk with your order number and details of the problem.