How do I return my order?
Please get in touch and we’ll help you out! Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.
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 firstname.lastname@example.org 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.
My order has arrived and I no longer want it
Please email us at email@example.com with your Order Number. You will need to return the items to us.
If you had your order personalised there will unfortunately be a 20% restocking fee as we cannot reuse any personalised items.
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 0203 137 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 firstname.lastname@example.org.
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.