Refund policy
At The Finishing Touches Co., each item is made with care. Many of our products are personalised or made to order, so please read this policy carefully before placing your order.
Personalised and made-to-order items
Most items sold by The Finishing Touches Co. are personalised, customised or made to order.
Because of this, we are unable to accept returns, cancellations or refunds for personalised items unless the item is faulty, damaged, or not as described.
This includes, but is not limited to, items personalised with:
- Names
- Initials
- Dates
- Messages
- Colours
- Bespoke wording
- Custom design requests
Please check all spelling, dates, names and personalisation details carefully before placing your order. Personalised items are made using the information provided at checkout.
Non-personalised items
For non-personalised items, you may contact us within 14 days of receiving your order to request a return.
Once your return has been approved, you then have a further 14 days to send the item back to us.
To be eligible for a return, the item must be:
- Unused
- In its original condition
- In its original packaging where possible
- Returned with proof of purchase
Return postage costs are the customer’s responsibility unless the item is faulty, damaged or incorrect.
Faulty, damaged or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if the item is faulty, damaged or incorrect.
Please email us with:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
If your item is confirmed as faulty, damaged or incorrect, we will offer a suitable resolution. This may include a replacement, repair or refund, depending on the issue.
Damage in transit
If your item arrives damaged, please contact us within 48 hours of delivery where possible.
Please keep the item and packaging until we have reviewed the issue, as photographs of the packaging may be required.
Cancellations
If you need to cancel an order, please contact us as soon as possible.
For personalised or made-to-order items, we may not be able to cancel your order once work has started, materials have been prepared, or the item has been personalised.
Bespoke and custom order requests
Bespoke or custom orders cannot be returned or refunded unless they are faulty, damaged or not as described.
Before work begins, we may contact you to clarify details if your request is unclear.
Refunds
If a refund is approved, it will be processed back to your original payment method.
Please allow time for your bank or payment provider to process the refund.
Original delivery costs are not refunded unless the item is faulty, damaged or incorrect.
Exchanges
We do not usually offer exchanges on personalised items.
If you need help with an order, please contact us and we will review the issue.
Contact us
To request support with a return, refund or damaged item, please use our contact form and select Refund/Return from the dropdown menu.
Please include your order number, a brief description of the issue and, where relevant, we may request clear photographs of the item and packaging to help speed up the process.