Refund policy

Returns & Refunds Policy

Because many of our products are made to order and/or personalised, please read the following carefully before purchasing.

Custom & Personalised Items (Important)

All personalised or custom-made items are non-refundable and non-returnable unless they arrive damaged, defective, or incorrect.

This includes (but is not limited to):

  • Items featuring custom design work (e.g. photo transfers, children’s drawing transfers, bespoke artwork)

  • Custom quote products created specifically for an individual order

  • Items customised with names, dates, or personalised messages

Due to the personalised nature of these products, they cannot be resold or reused once made.

Earrings – Hygiene Policy

For hygiene reasons, earrings cannot be returned or refunded.

If earrings arrive faulty or damaged, please contact us immediately so we can resolve the issue.

Children’s Activity & Craft Packs

Children’s activity and craft packs are non-returnable once opened or used.

If an activity or craft pack arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery so we can make it right.

Digital Downloads

All digital downloads are non-refundable once purchased, as the content is delivered instantly.

If you experience any issues accessing your digital download, please contact us and we will assist you.

Damages, Faults & Errors

Please inspect your order as soon as it arrives.

If your item is:

  • damaged

  • defective

  • incorrect (wrong design, spelling error on our part, or wrong item sent)

Please contact us at gracemakesthat@outlook.com within 48 hours of delivery, including clear photos of the issue.
We will assess the issue and offer a replacement or refund where appropriate.

Non-Returnable Items

We do not accept returns or refunds for:

  • Custom or personalised items

  • Custom quote products

  • Earrings

  • Digital downloads

  • Children’s activity or craft packs that have been opened or used

  • Sale items

  • Gift cards

Exchanges

As many of our items are made to order, we do not offer direct exchanges.
If there is an issue with your order due to an error on our part, we will of course make it right.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days unless the item is personalised, custom-made, or made to order.

Under EU consumer law, personalised or bespoke items are exempt from the 14-day cooling-off period and are not eligible for return unless faulty or incorrect.

Refunds (Where Applicable)

If a refund is approved, it will be processed back to your original payment method within 10 business days of approval.

Please note that banks and payment providers may take additional time to post the refund.

If more than 15 business days have passed since approval, please contact us at gracemakesthat@outlook.com.