Returns Policy

Returns Policy

We strictly do not refund personalised items. Faulty/Incorrect items
will be replaced not refunded. Terms of replacements are listed below.

FAQ and Key Note for personalised/custom made items

Fonts -We will NOT accept a return on items due to issues with fonts.
This can be requested at the time of ordering.

Text & Personalisation - Personalisation is completed exactly as
written by the customer at the time of ordering, this includes any
capital letters, lowercase letters or special characters. Unless a
specific font is capitals only your item will be made exactly as
written. Any amendments need to be made via email or messenger within 24 hours of your order being placed, Once confirmed by a dolly peg team member the amendment will be made to your order. It is extremely important that you check what you have
written/ordered at the time of ordering. We cannot process returns or refunds on
personalised clothing that has been correctly made to customers
specification. This includes and garment colours, vinyl colours, design, font and text.

Washing Damages – Please refer to our wash care label all testing has been completed on every item we sell and we have found zero wash damages when the
correct instructions have been followed. Damages caused by washing
will NOT be our responsibility.

Faulty Products – If on the rare occasion your item is faulty you will
be asked to return your item to investigate and if found faulty this
will be replaced. Please note that we will refund your postage cost
only if the product is found faulty and at a maximum of - £2.00 for
Large letter parcels, £3.10 for Small Parcels. Receipts MUST be
provided. If you deliver to us yourself the refund will not stand. The return form must be completed to enable us to investigate.

Timescales – There are strict time scales with returns as detailed
below if these timescales are not upheld return requests WILL be

Lost Parcels – We do not take any responsibility for lost mail when
our courier has provided sufficient evidence of delivery or attempt of delivery in the form of a signature and/or image of the parcel delivery or tracking information stating delivery complete or attempted. We use Royal mail
tracked mail which allows us to have detailed tracking on
orders with dates and times of deliveries. Please
be aware that if you claim none delivery despite our courier recording
your delivery you will need to wait for a claim to be made to royal
mail this cannot be completed until 14 WORKING days AFTER the parcel
was due to be delivered. You will be required to sign a legally
binding document signed by your self to confirm ‘Denial of Receipt’ to
proceed with the claim. Please note you will not have to wait the
standard turnaround once the claim is processed.

Returns & Refunds

If your return request has been accepted due to fault of our own or faulty product, you will have 14 days from receipt of product to return your item to us.

If you have any further queries regarding your return, please email us

Things you need to know when making a return

To be eligible for a return your item must be unused and in the same
condition that you received it in. Wherever possible it must be in the
original packaging.

We regret we are unable to accept returns on our custom and
personalised hand-made items, unless we have made a mistake or an
error on our part or if the item has arrived damaged.

We cannot accept returns on custom and personalised hand-made items
due to incorrect sizes.

Under the Consumer Contracts Regulations, if you change your mind
about a purchase you have made within 7 working days after the date of
delivery, you are entitled to a full refund of the original purchase
price for the goods or services you wish to return EXCLUDING
personalised handmade items (unless faulty), and the original postage
and packaging charges made. You will not be entitled to a refund of
the cost you incur in returning the item to us.

Once your return is received and inspected we'll contact you to let
you know whether a refund will be processed or not, and credit your
original method of payment, within 14 of days.

If you haven't received a refund yet where we have told you we have
issued one, please check your bank account or card statement to make
sure it hasn't been received and then contact your bank as some banks
or card companies take a number of days to credit your account.

If an item, you purchased was in a sale then it may not be eligible
for a refund if you have changed your mind. If you are in any doubt,
please contact us before making the purchase.

Please note that we will only refund the original cost of the item and
the original delivery charge. You will not be entitled to a refund of
the cost you incur in returning the item to us.