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Returns

Returns Policy

What if I am not happy with my order?

All personalised products are strictly non-refundable. This is due to the nature of the products being specifically made for each customer order, and not suitable for resale.  

We understand that sometimes factors outside of both parties control can have an impact on your order. Therefore, if, your order arrives damaged and in an un-useable condition we will work with you to rectify the situation.  Unfortunately, we cannot accept returns on items where the customer has changed their mind. 

The customer is responsible for notifying us within 7 days of delivery, on email of any damage/defects to your order. Please email info@thepersonalisedpartyshop.co.uk along with clear photographic evidence showing the issue being raised. 

A suitable solution will be agreed on a case-by-case basis. And if a refund has been agreed, the customer will be required to follow the returns & refunds process outlined below.  

If there is an easy fix to the problem, then we would be happy to send a replacement order to you free of charge once you have returned your original order to us. 

what if i have changed my mind?

We understand that sometimes you may change your mind after placing an order. If we are notified within 24 hours of placing your order by email to info@thepersonalisedpartyshop.co.uk we will cancel your order before it has been made.

If your order has already been made, unfortunately due to the products being personalised to you and not eligible for re-sale. We cannot accept refunds in this circumstance. At this point we will give you the option to still have the item sent out to you or not.

What if my order is damaged and I want a refund? 

If your order arrives damaged and in an un-useable condition, should you like a refund instead of a replacement you will need to notify us as per the above instructions and follow our returns policy outlined below.

If we cannot fix the problem and you would like a refund we will happily help you with this. All you have to do is return the full quantity of plates to us – unused and in their original packaging. (plate plastic wrapping removed is fine). This applies to all orders and you have 14-days to return them from the date of delivery, so plenty of time to decide. 

Returns Process: 

  1. The customer is responsible for returning the quantity of damaged/defected items from their order and/or whole order to us – to the address provided below.  

The Personalised Party Shop 

Unit C, Heol Ty Gwyn Industrial Estate 

Maesteg 

Bridgend 

CF34 0BQ 

  1. All items being returned will need to be un-used, in their original packaging and in the same condition as delivered and in the packaging provided with delivery. 
  1. Customer name and Order Number will need to be enclosed with your return for us to identify your order when processing the return.  
  1. Once the return has been processed and items inspected. A partial and/or full refund will be issued. Typically, returns take 3-5 working days to be processed and for funds to clear back into your account through the method used to pay.

The Personalised Party Shop are not responsible for the postal fees incurred for any returns.  

will my postage be refunded?

No postage will be refunded unless there was a delay in dispatch from The Personalised Party Shop. Any delays in delivery once your item has been handed over to the courier is not eligible for a refund as this is something out of our control. We understand in this circumstance it will be frustrating as the customer that your item has not arrived on time, however, we will work with you to resolve this issue alongside the delivery provider.

bespoke order refunds?

Bespoke or custom orders due to their nature are not eligible for refund at any stage of the order process. This includes the design process, production and delivery.

Returns Address: 

The Personalised Party Shop

Unit C, Heol Ty Gwyn Industrial Estate, 

Maesteg, 

Bridgend, 

CF34 0BQ