Return and Refund Policy

Return & Refunds

We have a 14-day return policy, which means you have 14 days to contact us about returning your order, once this is approved you have an additional 14 days after completing you return request to get your return to us. This EXCLUDES personalised or custom made to order items unless the item is faulty.

If you have received a faulty item, you must contact us within 14 days of receipt, the tags must be still attached, and the item should not be used. Ideally you should contact us within 24 hours of receiving your faulty item so we can sort this issue out for you as soon as possible.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging and must not be personalised or a custom made to order product unless it is faulty. You will also need the receipt or proof of purchase.

To request a return, you can contact us at info@plumspersonalisedgifts.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@plumspersonalisedgifts.com

Damages and issues
Please inspect your order once you have received it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Faulty items we must be contacted within 14 days of receipt, tags must be still attached. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom and personalised items, unless they are faulty on arrival.

Unfortunately, we cannot accept returns on sale items or gift cards.

Items returned by someone other than the buyer
We can only accept returns from the person who bought the item. This only applies to those products that are not custom or personalised and are faulty.

Exchanges
Items that we are unable to replace due to stock or other issues will be refunded as a gift card only.

Please note we cannot exchange personalised items, unless there has been an error on our part or if the item is faulty. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds will not be approved on personalised items; we will issue replacements for returned items unless otherwise agreed. Please remember it can take some time for your bank or credit card company to process refund back into your account.  

Personalised, made to order & custom orders will be replaced and not refunded. This will only happen if there is a mistake on our part with the personalisation or if the item is faulty on arrival.

Personalised, made to order & custom order items that arrived faulty, if we are unable to replace due to stock or other issues, you will be refunded as a gift card only.

 

FAQ's


Can I return a product if I do not like the design?
We will NOT accept a return on items due to issues with fonts/designs. We have our fonts and designs detailed on products; ALL items can have a proof requested before printing. This can be requested at the time of ordering.

Can I change my order once processed?
We are unable to make order changes once your order has been placed. This is because all items are made to order and production starts immediately, from stock picking to the product personalised design.

There is a space in between the letters on my items and they are in lowercase?
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, your item will be made exactly as written. It is extremely important that you check what you have written at the time of ordering as this cannot be changed once your order has been placed. We cannot process returns or refunds on personalised clothing that has been correctly made to customers specification. This includes and garment colours, embellishments, embroidery, print or vinyl.  You must agree to this before purchasing your order, this ensures you have taken the time to check for mistakes and errors in your details before placing your order. 

The colours have run on my garment?
Please refer to our wash care labels and product care guides (within our parcels). When following our wash instructions there are zero colour runs. Wash testing has been completed on garments. Damages caused by washing will NOT be our responsibility.

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