Once an order has been placed, whilst every effort is made to accommodate for cancellations, we begin digitally creating your products as soon as possible and physical production begins shortly after. For this reason, in the event your order is no longer required, we are unfortunately unable to provide full refunds for change of mind. If we have not yet begun physical production of your order, a partial refund may be possible, however there is no set timeframe on this and we review these situations on a case-by-case basis.

We won't bring up the pandemic that has caused so many of us to postpone our events, however in the instance that your event needs to be postponed for whatever reason, any dates requiring changes listed on your products (i.e. Welcome signage, Wishing Well etc), will be reviewed on a case-by-case basis. We are happy to work with you and provide assistance where we can, however we are unable to provide free-of-charge work for date changes.

For this reason, refunds and complimentary replacements will not be permitted for change of date requirements on products physically created or shipped; however if we are able to send replacement lettering for your item, we will provide this to you for a nominal materials-only fee, plus shipping if required. For example, Name Placements which have been physically created with etched-in dates, are unable to be altered; a Wishing Well with acrylic lettering adhered may be able to have replaced dating, to be applied by the customer. 

Non-date bearing products will be created and sent as per normal, for storage by yourself until the new date of the event. We do not store products for delayed shipping due to event postponement.

Should you wish to make changes to your order between the original order date and the new event date, please refer to the Change of Mind policy above. Additional items are not considered a change to an order and if your products have not yet been shipped, we will be happy to combine shipping wherever possible.

We take pride in creating pieces for you that are fit-for-purpose with a reasonable amount of careful handling, and adequately protected for shipping.

Please be aware that many of the products we create are fragile in nature and must be treated with care. Improper handling or storage (i.e. excessive force, or under or against a stack of other items) may cause your items to break! As our name suggests, our products are for visual purposes only and not to be used as toys for babies/children. We are unable to provide a refund or complimentary replacement for items damaged after collection or receipt of transit.

On the occasion that your item is damaged in transit, please send us a photo of the damage and the packaging so we may take the issue up with the shipping company and provide you with a new piece as soon as possible. Please note no new changes can be made to products from the original order. If your replacement item(s) will not reasonably arrive in time for your event, we will offer a full refund on the condition that the photos of the item and packaging are sent to us the day your item is received.

The lettering you input into your order, is what we will create for you. Unfortunately, we are not able to spell-check pieces as many people use deliberate alternative spelling for many of their personalised pieces, and many names are unique in their particular spelling. For this reason, in the event your order contains incorrect spelling due to an error when ordering, we are unable to provide a refund or free replacement. Of course, if the error is on our part, we are more than happy to provide a replacement free of charge.

Please note, the full-colour range galleries shows real-life examples of our products in each colour, however due to individual monitor and mobile display settings, there may be a slight variation in colour when you receive your item(s).