Refund policy

Returns and Refunds Policy

Every product from The Finery Company is thoughtfully designed and made by hand in our Norfolk studio. Due to the handmade nature of our work, slight variations in colour, print impression, positioning and finish may occur. These subtle differences are part of the character of a handmade product and are not considered faults.

Please read the following policy carefully before placing your order.

Personalised, bespoke and custom-made products

We do not accept cancellations, returns or exchanges on personalised, bespoke or custom-made products unless they arrive faulty, damaged or materially different from the order placed.

This includes any product created using:

  • Personal names, dates or wording

  • Customer-supplied information

  • Bespoke artwork or design alterations

  • Custom sizes, colours or specifications

  • Artwork or wording approved through our proofing process

Because these products are made specifically for you, they cannot usually be resold. Once design work or production has begun, personalised and bespoke orders cannot be cancelled or amended.

Please check all names, dates, spelling, quantities and wording carefully before approving your proof. Once a proof has been approved, we cannot accept responsibility for errors included within the approved artwork.

This does not affect your statutory rights where a product is faulty, damaged or not as described.

Handmade, non-personalised products

Our non-personalised products are also handmade, often in small batches. We hope you will consider your purchase carefully before ordering, as returned products can be difficult for a small handmade business to resell.

However, customers purchasing eligible non-personalised products online have the right to cancel their order within 14 days of receiving it.

To request a return, please contact us at hello@thefinerycompany.co within 14 days of delivery. You will then have a further 14 days to send the item back to us.

Please do not return an order without contacting us first, as we will need to provide the correct return instructions and address.

Return condition

Returned products must be:

  • Unused, unmarked and undamaged

  • Free from bends, creases, stains or other signs of handling

  • Returned with any original packaging, presentation materials or accompanying items

  • Packaged securely to prevent damage during transit

You may inspect the product as you reasonably would in a shop. We reserve the right to reduce the refund if the product has been handled beyond what is necessary to inspect it and its value has consequently been reduced.

Return postage

You are responsible for the cost of returning an unwanted non-personalised product.

We strongly recommend using a tracked postal service and retaining proof of postage. The product remains your responsibility until it has been safely received by us.

Return postage costs are non-refundable unless the product is confirmed to be faulty, damaged or incorrect.

Refunds

Once we have received and inspected your return, we will contact you to confirm whether it meets the return conditions.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned product, or receiving satisfactory evidence that it has been sent back, whichever occurs first.

Where required, we will refund the cost of our standard outbound delivery service. If you selected an enhanced, express or upgraded delivery service, any amount paid above the cost of standard delivery will not be refunded.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Exchanges

We do not offer exchanges for unwanted products.

Where a product is faulty, damaged or incorrect, we will assess the issue and arrange an appropriate replacement or refund.

If you would like a different non-personalised product, the original eligible product should be returned in accordance with this policy and a new order placed separately.

Faulty, damaged or incorrect products

Please inspect your order as soon as it arrives.

If a product is faulty, damaged in transit or different from what you ordered, please contact us promptly at hello@thefinerycompany.co. Please include your order number, a description of the issue and clear photographs of the product and packaging where possible.

We will assess the issue and arrange an appropriate replacement, repair or refund in accordance with your statutory rights. Where a product is confirmed to be faulty, damaged or incorrect, we will cover reasonable return postage costs or provide return instructions.

Minor variations arising from our handmade printing and finishing processes are not considered faults unless the product is materially different from its description or approved proof.

Sale products

Eligible non-personalised sale products are subject to the same statutory cancellation rights as other non-personalised products.

Personalised, bespoke and custom-made sale products remain non-returnable unless they are faulty, damaged or not as ordered.

Gift cards

Gift cards cannot be returned or exchanged once they have been redeemed. This does not affect any applicable statutory rights.

Nothing within this policy limits or excludes your rights under UK consumer law.

 

Wedding stationery, personalised and bespoke orders

Our wedding stationery and personalised products are designed and made specifically for each customer. They may include names, dates, personal wording, bespoke quantities, custom artwork, design alterations, specialist materials or other details supplied or approved by you.

For this reason, wedding stationery, personalised products and bespoke orders cannot be returned, exchanged or cancelled for a change of mind once the project has begun.

A project is considered to have begun once we have carried out any work specifically relating to your order. This may include:

  • Reviewing or preparing your wording

  • Creating, adapting or typesetting artwork

  • Preparing an initial proof

  • Making design amendments

  • Ordering paper, envelopes or specialist materials

  • Commissioning printing plates, dies or other production materials

  • Reserving or scheduling production

  • Beginning printing, finishing, assembly or packaging

By placing your order and supplying your wording or personalisation details, you are asking us to begin work on your project. Where work is requested within an applicable cancellation period, you expressly request that we begin providing the design and preparation services immediately.

If you choose to cancel after the project has begun, payments made will be retained to cover the design work completed, administration, materials ordered, supplier charges, production time reserved and any other costs or losses directly connected with your order.

Once a proof has been approved, specialist materials have been ordered or production has commenced, the order is fully non-refundable.

Where a cancellation is requested before any work has begun, please contact us promptly. Any refund will be considered in accordance with the stage of the order and any reasonable costs already incurred.

Proof approval

Customers are responsible for carefully checking all proofs before approval, including:

  • Names and spelling

  • Dates, times and addresses

  • Wording and punctuation

  • Quantities

  • Colours, sizes and other order details

Approval confirms that the artwork is correct and authorises us to proceed with production.

We cannot provide a refund, free reprint or replacement for errors that were present in an approved proof, including errors within wording supplied by the customer. If you notice an error after approval, please contact us immediately. Where production has not yet begun, we will try to assist, although additional design, material or production charges may apply.

Faulty, damaged or incorrect wedding stationery

The terms above do not affect your statutory rights.

Please contact us promptly if your stationery arrives damaged, is faulty, materially differs from the approved proof or does not match the order placed. Please include clear photographs of the products and packaging where possible.

We will assess the issue and, where appropriate, arrange a replacement, reprint, repair or refund in accordance with your statutory rights.

Minor variations in colour, print impression, registration, positioning and finish may occur as a natural result of our handmade and traditional printing processes. These subtle variations form part of the character of handmade stationery and will not usually be considered faults.

Quantities and changes to your order

The quantities confirmed within your quotation, invoice or order confirmation form part of the agreed order.

Our pricing is calculated using the total quantity ordered and takes account of design work, print preparation, production setup, materials, supplier costs and the time reserved for your project. For this reason, a later reduction in quantity will be treated as a partial cancellation of the agreed order and will not automatically result in a refund or proportional reduction in price.

Once the project has begun, we will not refund individual items or reduce the agreed order value solely because you no longer require the full quantity originally ordered.

This applies where we have already undertaken work or made commitments in connection with the confirmed quantity, including:

  • Creating or adapting artwork

  • Typesetting or preparing proofs

  • Ordering paper, envelopes or other materials

  • Ordering printing plates, dies or specialist production materials

  • Booking external suppliers

  • Scheduling or beginning printing and production

  • Committing studio or production time to the order

If you request a reduction before any work has begun or costs have been incurred, we may agree to revise the order at our discretion. Any revised quotation may reflect different unit pricing, minimum order quantities, design charges, administration costs and supplier requirements.

Requests to increase quantities will be subject to material availability, production capacity and an additional quotation. Additional quantities requested after production has begun may require a separate print run and may therefore have a higher unit cost.

Nothing within this section affects your statutory rights where products are faulty, damaged, not as described or not supplied in accordance with the agreed order.