Returns Policy

How do I return my order?
We hope you love your order, but if for any reason you are not happy with it please get in touch with us at and we will be able to advise you on the options available to you. We offer a hassle free returns policy on any unused items returned to us complete with packaging within 30 days of delivery. Please note that the returns policy excludes personalised chair backs, other personalised accessories, and Sale/Clearance items. Any refunds processed will exclude the costs of personalised accessories as well as shipping/collection charges if applicable. A 20% restocking fee may also apply on larger orders.
My order has arrived damaged, faulty or with a spelling mistake
We’re really sorry that your order hasn’t arrived as we hoped. We realise how important it is for everything to be perfect and we’ll do our best to try and solve the problem.
The best way for us to quickly help you is with a few photographs of the item in question. Please email them to us at along with your Order Number. We will arrange to replace or refund your order.
My order has arrived and the colour of the product does not match
The colour of the product you receive may not match the colour as displayed on your computer monitor. Please be aware that if your colour is important to you it is advised that you send us a sample to colour-match to.
I’d like to cancel my order
Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 020 3137 1374 and our working hours are Monday to Friday 9.00am – 5.00pm.
We need to cancel the order within two hours of you placing it through our website, so please phone us rather than sending an email.
We will still be able to cancel your order after 2 hours but you will be subject to a 15% late cancellation fee. We may also need to collect the goods from you if they were already dispatched.
Is there a time limit on returns?
We usually cannot refund or replace your order if over 30 days have passed since it being placed. Due to the nature of some of our goods there are a few exceptions to this rule. In the case of chairs breaking over time please follow our usual returns procedure above. For other items the 30 day limit will apply.
I haven’t received my refund yet
Please first check your bank or Paypal account to see if the refund has been processed, as it may take some time before your refund is officially processed.
If you’ve done all of this and you still have not received your refund yet, please contact us at
Alterations to the product
Should any alterations be made to one of our products (ie. modifications including the use of canvases not supplied by Personalise Online) we will not be liable for any claims or defects arising thereon.