Refund Policy

As all items are handmade and made to order, I’m unable to accept returns or offer refunds for personalised or custom items unless they arrive damaged or faulty.

Please make sure all personalisation details, spelling and shipping information are entered correctly before placing your order.

Damaged, Faulty or Incorrect Items

If your order arrives damaged or faulty, or you have been sent the wrong item, please get in touch on our contact page within 14 days of delivery with:

  • your order number
  • a description of the issue
  • clear photos of the item and packaging

I’ll always do my best to resolve the problem as quickly as possible.

Approved refunds will be processed back to the original payment method within 5–10 working days.

Non-Personalised Items

If you would like to return a non-personalised item, you have 14 days from delivery to let us know you would like to return it, and a further 14 days once the return has been approved for the item to be received by us. 

Items must be returned unused, in their original condition, and with any original packaging where possible.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Please get in touch on our contact page, or email hello@primroselaneuk.com if you wish to return a non-personalised item. 

Approved refunds will be processed back to the original payment method within 5–10 working days.

Cancellations

Orders may only be cancelled within 12 hours of purchase, as production often begins quickly due to the made-to-order nature of my products.

Shipping Delays

I’m not responsible for delays caused by postal services, customs or circumstances outside my control, but please get in touch if you experience an issue with your delivery and I’ll do my best to help.

If you believe your parcel may be lost or significantly delayed, please get in touch on our contact page and I’ll do my best to help. If your order is lost by the delivery company, we will issue you a full refund once this has been confirmed.

Contact

If you have any questions about your order, please get in touch on our contact page and I’ll do my best to help.