Refund policy
The short version
We cannot take personalised pieces back. If we get it wrong, we remake it free.
Both halves of that matter, so here is the whole thing.
Why we cannot take returns
Your piece has your words on it. Once it is cut or engraved, there is nobody else it fits and nothing else we can do with it. It is not a restocking problem — there is no stock. So personalised pieces are not returnable.
When we remake it, free
We remake your piece at no cost, and you do not pay return postage, if:
- It arrives damaged
- It arrives with the wrong words on it
- It is the wrong item
- It gets stuck in transit for an unreasonable time
Please film yourself opening the parcel. We know that is an odd thing to ask. If the words or the item are wrong, our supplier needs a video of the product and the package to approve the remake — photos are not enough. A ten-second clip on your phone protects you completely.
How long you have
30 days from delivery to tell us something is wrong. If a parcel has not turned up, tell us within 30 days of the shipping date — after that we cannot get a remake approved unless you bought Package Protection.
Typos
We print and cut exactly what you approve. Please read your words once more on the confirmation screen — spacing, spelling, capital letters and all.
If you spot a mistake, email us straight away. If your order has not gone into production yet we will fix it free. Once it is made, we cannot undo it, but write to us anyway and we will tell you honestly what we can do.
Unpersonalised pieces
Anything without your words on it can come back within 30 days, unworn and in its box.
Contact
hello@shopeverword.com — we answer every one.