I am happy to cancel and refund your order at any time providing it is not a personalised order and has not yet been posted. However, once it has been posted, it will be too late for me to do this. If you decide you want to cancel your order after it has been posted please refer to the refund section for information on how to return your item for a refund.
Please contact me on hello@tailormadebytrixie.co.uk with any queries, complaints or questions and I will respond within 2 working days.
I aim to dispatch orders within 3 working days - the dispatch time is how long after you place the order you should expect the item to be shipped, it is not how long it will take to arrive with you.
All items are sent Royal Mail Tracked 48, unless an upgrade has been selected at checkout, please allow at least 4 working days for delivery after your item has been dispatched. As this is only a guide and may take longer I accept no responsibility for delayed/late delivery. Royal Mail do not accept post as being missing until 10 working days after the date of posting. If your order has not arrived after 10 working days a full refund or replacement will be given.
It is the buyers responsibility to ensure the delivery address is correct. No refunds will be given for an order sent to an old/incorrect address. Under no circumstances will delivery addresses be changed once orders have been placed so please do not ask.
Earrings - Unfortunately due to hygiene reasons I am unable to accept returns for earrings unless faulty.
Non-personalised item - I am more than happy to issue a refund for a non-personalised item within 14 days of receipt. Refunds will be issued once the item is received by myself in its original packing and in the same condition it was sent out. Postage to return an item will be at the expense of the buyer. A refund will be issued to the original payment method only.
Personalised item - Returns of personalised items are not accepted and no refunds will be issued unless the item arrives in a faulty condition.
Faulty item - If the item is faulty then I request that a photo is sent of the item exactly as it arrived within 24 hours of the parcel being received. Any products that have been tampered with or attempted to be repaired will not be eligible for a refund. Once I have received the item back I will refund the cost of the item, the original postage cost and the return postage cost. Please return any items using Royal Mail Tracked 48 service and send the tracking number once processed. A maximum of £2.70 will be refunded for returns postage so please make sure you use the correct service.