Returns & Refunds

At Handcraft with Soul, every order is handmade with care and attention to detail.
We want you to be happy with your purchase. Please read our returns and refunds policy carefully before placing an order.

Personalised and made-to-order items

Most of our products are personalised and made especially for you.

Because of this, personalised and custom-made items cannot usually be returned or refunded if you simply change your mind, no longer want the item, or entered incorrect personalisation details.

This includes items personalised with:

names
dates
messages
birth details
hair colours
outfit colours
custom plaques
engraved text
family members
pets
other personalised details

Please check all names, dates, spelling and personalisation details carefully before placing your order.

If you need to change or cancel your order, please contact us as soon as possible.

If we have not started making your order yet, we may be able to make changes or cancel it.

Once your order has been started, personalised or completed, changes or cancellations may not be possible.

If you purchase a non-personalised item, you may be able to return it within 14 days of receiving your order.

To be eligible for a return, the item must be:

unused
in its original condition
in its original packaging where possible
returned safely and securely packed

Please contact us before sending any item back.

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

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please include:

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

We will review the problem and do our best to resolve it as quickly as possible.

Depending on the situation, we may offer a replacement, repair, partial refund or full refund.

We personalise each order using the information provided at checkout.

If a name, date, message or other detail is entered incorrectly by the customer, we cannot offer a refund or replacement once the item has been made.

Please double-check all personalisation details before placing your order.

If we make a mistake with your order, please contact us and we will put it right.

This may include correcting the item, sending a replacement or offering a suitable refund depending on the issue.

Please do not return any item without contacting us first.

If a return is agreed, we will provide return instructions.

We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged during return shipping.

Once your returned item has been received and checked, we will let you know whether your refund has been approved.

Approved refunds will be processed back to your original payment method.

Please note that it may take several working days for the refund to appear in your account, depending on your bank or payment provider.

If your order was sent directly to a gift recipient, please contact us with the order details so we can help you.

We do not include pricing information inside gift parcels.

This policy does not affect your statutory rights.

If an item is faulty, damaged or not as described, you may still be entitled to a repair, replacement or refund in line with UK consumer law.

If you have any questions about returns, refunds or a problem with your order, please contact us before sending anything back.

We will always do our best to help.

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