Returns & Refunds Policy
Last Updated: August 2026
Thank you for shopping with Custom Creations by Liz.
Customer satisfaction is important to us, and we take great pride in creating high-quality personalised gifts. Please read our returns policy carefully before placing your order.
Personalised Products
As the majority of our products are personalised and made specifically for you, they are exempt from cancellation and return rights under the Consumer Contracts Regulations 2013.
We cannot accept returns or offer refunds if:
- You have changed your mind.
- You entered incorrect spelling, dates or other personalisation details.
- You no longer require the item.
Please check all personalisation carefully before completing your order.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect due to our error, please contact us within 48 hours of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the item and the packaging.
If the issue is confirmed, we will offer a replacement, repair or full refund where appropriate.
Non-Personalised Products
If you purchase a non-personalised item, you have the right to return it within 14 days of receiving your order.
Items must:
- Be unused.
- Be in their original condition.
- Be returned in their original packaging where possible.
The customer is responsible for return postage costs unless the item is faulty or incorrect.
Refunds
Approved refunds will be made to your original payment method within 5–10 working days.
Shipping charges are non-refundable unless the return is due to our mistake.