Returns & Refunds Policy
At Ooh Bespoke, we take great pride in creating high-quality personalised products. As many of our items are made to order, our returns policy differs from that of standard retail products.
Personalised & Made-to-Order Items
Under the Consumer Contracts Regulations 2013, personalised and bespoke items are exempt from the standard 14-day cancellation period.
As a result, we are unable to accept returns or offer refunds on personalised or custom-made products unless:
- The item is faulty.
- The item has been damaged in transit.
- We have made an error with your order.
Please ensure all personalisation details are correct when placing your order and carefully check any proofs provided before approving them for production.
Proof Approval
Where a digital proof is supplied, it is your responsibility to check all details before approving it.
This includes:
- Names
- Spellings
- Dates
- Times
- Wording
- Colours
- Layout
- Venue details
- Any other personalised information
Once a proof has been approved and production has begun, we cannot accept responsibility for customer-approved errors. Any replacement items offered due to approved errors will be at the sole discretion of Ooh Bespoke and may be provided at a discounted rate.
Non-Personalised Products
If you have purchased a non-personalised item, you have the right to return it within 14 days of receiving your order, provided that:
- The item is unused and in its original condition.
- It is returned in its original packaging where possible.
- It is suitable for resale.
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.
Refunds will be processed once the returned item has been received and inspected.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your order arrives damaged, faulty or incorrect, you must notify us within 3 working days of the parcel being marked as delivered.
Please email us with:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging if the item has been damaged during delivery.
We will review the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory rights.
Print Only Orders
For print-only services, Ooh Bespoke prints the artwork exactly as supplied.
We cannot offer refunds or replacements where issues arise from customer-supplied artwork, including but not limited to:
- Spelling or grammatical errors.
- Incorrect dates or names.
- Low-resolution images.
- Colour choices.
- Formatting or layout issues.
- Missing bleed or margins.
If a printing error has been made by Ooh Bespoke, we will replace or refund the affected items.
Lost Parcels
If your parcel is lost in transit, we will work with the courier to investigate.
A replacement or refund will only be issued once the courier has confirmed that the parcel has been lost.
Refund Processing
Where a refund is agreed, it will be processed using the original payment method.
Please allow up to 10 working days for the refund to appear in your account after it has been processed.
Contact Us
If you have any questions about our Returns & Refunds Policy or believe there is an issue with your order, please contact us as soon as possible.
Email: sales@oohbespoke.co.uk
We are always happy to help and will do our best to resolve any concerns quickly and fairly.