Returns, Refunds & Exchanges

We hope you love your Signature Moments order. However, if you have any concerns with your purchase, please contact us and we will be happy to help.

Personalised & Made-to-Order Items

As many of our products are personalised or made specifically for you, we are unable to accept returns, exchanges or cancellations for personalised or custom made items simply because you have changed your mind.

This includes products personalised with names, dates, messages, custom illustrations, photographs or other details supplied or selected by you.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Non-Personalised Items

If you wish to return an eligible non-personalised item, please contact us before sending your order back. Items must be returned in their original condition and, where applicable, with their original packaging.

Faulty, Damaged or Incorrect Items

If you believe there is a fault with your order, your item has arrived damaged, or you have received an incorrect item, please contact us as soon as possible with your order details and photographs showing the issue.

In some circumstances, photographs may not be sufficient for us to properly assess the item. We may therefore ask you to return the product to us for inspection.

We cannot process a refund, replacement or exchange until the item has been returned to us and received, where we have requested its return for inspection.

Once received, we will inspect the item and contact you regarding the appropriate next steps.

Natural Materials

Please remember that many of our products are created from natural materials, including genuine leather and wood. Natural variations in colour, grain, texture and markings are part of the character of these materials and do not necessarily constitute a fault.

Laser engraving can also vary in appearance depending on the individual material, colour, grain and lighting. Please refer to the relevant product description for further information about the characteristics of your chosen material.

Returning Your Order

Please contact us before returning an item so that we can provide the appropriate return instructions.

Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers are responsible for the cost of returning eligible items.

We strongly recommend obtaining proof of postage when returning an order, as we cannot be responsible for returned parcels until they have been received by us.

Nothing in this returns policy affects your statutory rights.