Refund policy

We want you to be happy with your gift. If something is wrong, please email [email protected] with your order number or another proof of purchase. These terms cover orders placed directly with Creative Mama Gift Shop and do not reduce your statutory rights.

Personalised and genuinely bespoke products

The usual statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, such as an item engraved with your chosen names, dates or wording. Simply choosing a standard size or colour does not automatically make an otherwise standard product exempt.

As an additional service, we accept cancellation of personalised orders if you contact us before production starts. Please contact us promptly if you want to change wording or options. Once production has started, we cannot accept a change-of-mind return of a personalised item. This exception never removes your rights if the item is faulty, damaged, incorrectly made by us or not as described.

Please check the details you submit. If we reproduce your instructions correctly but you supplied an incorrect name or spelling, this is not normally a manufacturing fault. Contact us and we will explain any options and costs before making a replacement.

Non-personalised products: cancellation and returns

For eligible non-personalised goods bought online, you may cancel without giving a reason from the time you order until 14 days after the day you receive them. Where goods in one order are delivered separately, the statutory period starts after receipt of the last goods. We extend the notification period to 30 days after delivery for non-personalised goods, with the same return conditions set out here.

Tell us clearly by email, post or our contact form that you wish to cancel. You may use the optional form below. You do not need our approval to exercise a valid statutory cancellation right. Send the goods back within 14 days after notifying us.

Please handle goods with reasonable care. You may inspect them as you would in a shop. Where legally permitted, we may deduct an amount reflecting loss in value caused by handling beyond what was needed to establish their nature, characteristics and functioning. There is no restocking fee. Missing original packaging does not automatically remove your statutory rights.

Who pays for the return?

You pay the direct return postage for a change-of-mind return. Please retain proof of posting. Contact us for return instructions so we can identify your parcel.

If we ask you to return goods that are faulty, damaged on delivery or incorrectly supplied, we cover the reasonable necessary return cost or provide a prepaid return method.

Refund amounts, payment methods and timing

Refunds go back to the same payment method used for the purchase, including the original card or PayPal account where applicable. We use a different method only if you expressly agree, without charging you a refund fee. Store credit is not a compulsory replacement for a refund owed to you.

For a statutory cancellation, we refund without undue delay and within 14 days after you notify us. Where goods need to be returned and we have not offered to collect them, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever happens first. We apply the same process to our extended 30-day change-of-mind offer.

When you cancel a whole eligible order, we refund the standard outbound delivery charge you paid. We do not have to refund the extra cost of a premium service you chose over our least expensive standard option.

Where standard delivery was free, there is no outbound delivery charge to refund and we do not deduct an invented delivery cost. For partial returns, delivery costs are refunded to the extent required by law. Separate rights apply where goods are faulty or delivery has failed.

Faulty, damaged or incorrect goods: UK customers

Goods must be of satisfactory quality, fit for purpose and match their description. UK consumers normally have a short-term right to reject non-conforming goods for a full refund within 30 days of delivery. Choosing a repair or replacement can affect the running of that period. After it ends, rights to a free repair or replacement, and in the circumstances provided by law a price reduction or final rejection, can still apply.

A fault appearing within the first six months is generally presumed to have been present at delivery unless we show otherwise or that presumption is inconsistent with the goods or fault. Rights do not automatically end after six months. Once we agree that you are entitled to a refund for rejected faulty goods, we issue it without undue delay and within 14 days.

EU consumer protections

Where the mandatory consumer law of your EU country applies to your purchase, you retain its protections, including any rights more favourable than these terms. The withdrawal exception for genuinely personalised goods does not exclude remedies for a lack of conformity.

EU rules generally provide a legal guarantee of at least two years from delivery. Depending on the circumstances, you may choose a free repair or replacement, subject to the legal rules on impossibility and disproportionate cost, or obtain a price reduction or terminate the contract where the law permits. National rules may provide longer protection. This is separate from a voluntary warranty.

How to report a problem

Please explain what has happened and include photos where reasonably possible. Photographs can help us deal with a claim quickly, but an inability to provide them does not automatically defeat a valid claim.

We do not impose a 48-hour, 14-day or 30-day reporting cut-off that overrides your statutory rights. Sale items have the same statutory protections.

Contact and optional cancellation form

Creative Mama Gift Shop
12 Spring Street, 67
Hull HU2 8RD
United Kingdom
Email: [email protected]

You may send us the following form, but any clear cancellation statement is sufficient:

To Creative Mama Gift Shop, 12 Spring Street, apt 67, Hull HU2 8RD, United Kingdom; [email protected]:

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date: