Last Updated: 01/11/2025
Our Commitment
We want you to be completely satisfied with your purchase. However, as we specialise in personalised goods made specifically to your requirements, different terms apply compared to standard online purchases.
Important: Personalised Goods and Your Right to Cancel
Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day cooling-off period. This means that once you’ve placed an order for a personalised item, you cannot cancel it simply because you’ve changed your mind.
Items we consider personalised include:
- Products customised with your chosen text, names, dates, or messages
- Items printed with your uploaded images or photos
- Goods made to your specific design requirements
When You CAN Return Items
Faulty or Damaged Goods
If your order arrives damaged, defective, or not as described, we will:
- Provide a full refund, OR
- Send a replacement at no additional cost
To claim for a faulty or damaged item:
- Contact us within 7 days of receiving your order
- Email us at returns@featherandblend.co.uk with your order number
- Provide clear photos showing the fault or damage
- Describe the issue in detail
Our Error
If we’ve made a mistake with your order (wrong personalisation, incorrect product, printing error), we will:
- Provide a full refund, OR
- Produce and send a corrected version at no cost to you
Please note: You must contact us within 7 days of receiving your order to report any errors.
When You CANNOT Return Items
We cannot accept returns or offer refunds in the following circumstances:
- Change of mind after placing your order
- Spelling or personalisation errors that you provided (please check your personalisation details carefully before ordering)
- Buyer’s remorse or no longer wanting the item
- Slight colour variations between your screen display and the printed product (due to different screen calibrations)
- Minor variations in positioning or sizing that fall within acceptable production tolerances
How to Request a Return or Refund
- Contact us first: Email [your email] or contact us via email at returns@featherandblend.co.uk
- Provide details: Include your order number, photos of the issue, and explanation
- Await response: We aim to respond within 48 hours
- Follow instructions: We’ll guide you through the next steps
Refund Process
Once we’ve approved your return:
- Inspection: We may need to inspect the returned item before processing your refund
- Refund method: Refunds will be issued to your original payment method
- Timeframe: Please allow 5-10 working days for the refund to appear in your account
- Return postage: If the return is due to our error or a faulty product, we’ll cover return postage costs
Your Statutory Rights
This policy does not affect your statutory rights as a consumer. Under the Consumer Rights Act 2015, goods must be:
- As described
- Of satisfactory quality
- Fit for purpose
If goods do not meet these requirements, you may be entitled to a repair, replacement, or refund.
Proof of Purchase
Please retain your order confirmation email as proof of purchase. You’ll need your order number for any returns or refund requests.
Contact Us
If you have any questions about our returns and refunds policy, please contact us:
- Email: returns@featherandblend.co.uk
- Address: 27 Culvert Lane, Uxbridge, UB8 2XB
Company Details:Feather & Blend
27 Culvert Lane, Uxbridge, UB8 2XB