Refund and Returns Policy
Our products are all made to order and personalised especially for you. We are only able to offer refunds or replacements if something is wrong with the product or print itself. We have a strict quality control procedures in place to prevent this from happening in the first place.
In the unlikely event that something is wrong with your order, perhaps the items was damaged in transit, you need to let us know within 7 days of receiving your order. If the couriers do not deliver your order within 24 hours of the estimated time of arrive, please let us know so we can investigate.
If you are not happy for any reason, please get in touch and we shall see what we can do to help. Your satisfaction is our priority. If you believe there is a problem with the quality of the product or the print, we will launch an investigation.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before yourrefund is officially posted. Next contact your bank. There is often some processing time before a refundis posted. If you’ve done all of this and you still have not received your refund yet,please contact us.
Tolerances
We pick the best possible products available on the market, however it is important for you to know that certain tolerances apply due to the nature of the products themselves. Product sizing can vary slightly due to the manufacturing processes, and the product material itself stretching and deforming during the process.
Napkins can vary in shape and size due to the stretching and non-perfect folding when manufactured. This means all measurements are to be used as guides. The embossed borders holding the 3ply napkin tissue layers together can change size and the pattern can vary between products and orders. Any embossing depicted on visuals created are to be used as a guide only as their pattern and positioning / size can vary.
We use a variety of methods when printing our products, all prints are susceptible to movement which varies between products. Some products have an acceptable movement is up to 5mm. It is important to mention when positioning the print on the napkin, measurements are taken from the leading folded edges. As the napkins change shape and size throughout each pack, you cannot expect the measurements between the print and the outside edges of the napkin to be within the 5mm movement tolerance.
These tolerances need to be taken into consideration before requesting an investigation. If items are deemed to be produced and printed within tolerance, the return and redelivery will be chargeable