Returns & Refunds
Our Returns Policy
We want you to be delighted with your Door Bows order.
Every bow is carefully checked before leaving our Essex workshop, but we understand that occasionally you may need to contact us about a return.
The information below explains what to do if you have changed your mind, received a damaged item or believe there is a problem with your order.
Standard, Non-Personalised Products
For eligible standard products purchased online, you may tell us that you wish to cancel your order within 14 days of receiving it.
Once you have notified us, you then have a further 14 days to return the product.
Please contact us before sending anything back so that we can provide the correct returns address and instructions.
Returned products should be:
- Unused
- Unfitted
- Free from marks, scents, pet hair or damage
- Complete with all ribbons, ties, fittings and instructions
- Carefully repacked to protect the bow during transit
You may inspect the product as you would in a shop, but we may reduce the refund if the product has been handled beyond what is reasonably necessary and its value has been diminished.
Personalised, Bespoke and Made-to-Order Products
Many Door Bows products are handmade or prepared specifically for an individual customer.
Unless faulty, damaged or incorrectly supplied, we cannot normally accept a change-of-mind return for products that are:
- Personalised with names, wording, logos or dates
- Made in a bespoke colour, size or design
- Produced to specifications supplied by the customer
- Clearly identified on the product page as made to order or non-returnable
UK cancellation rights contain an exception for goods made to the consumer’s specifications or clearly personalised.
Where a bow is made to order but uses a standard selectable colour or design, we should make the product page wording very clear before relying on this exclusion. I recommend we review each product individually rather than applying “made to order” to everything automatically.
Cancelling Before Dispatch
Please contact us as quickly as possible if you need to cancel or amend an order.
If work has not yet begun, we may be able to cancel or change it.
Personalised or bespoke orders often enter production shortly after they are placed. Once materials have been cut, printing has begun or the bow has been made, cancellation may no longer be possible.
Returning an Eligible Product
Before returning anything, please contact us with:
- Your name
- Order number
- Product you wish to return
- Reason for the return
We will then confirm whether the product is eligible and provide the return details.
Please do not send returns to us without contacting us first.
Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for arranging and paying for the return.
We strongly recommend using a tracked service and obtaining proof of postage, as the parcel remains your responsibility until it reaches us.
Protecting the Bow During Return
Door bows are structured products and can be damaged if compressed into unsuitable packaging.
Please return the bow in its original box wherever possible and ensure that:
- The loops are not crushed
- The tails are folded carefully
- Accessories and fittings are secured
- The outer box is properly sealed
We may make an appropriate deduction where avoidable damage, excessive handling or inadequate return packaging has reduced the product’s value.
Refunds
Once an eligible return has been received and inspected, we will confirm the outcome by email.
Approved refunds will be made to the original payment method.
For a valid cancellation of a standard online purchase, the refund includes the price paid and the cost of the least expensive standard delivery option offered. Any additional amount paid for an upgraded or express delivery service does not have to be refunded beyond the standard-delivery amount.
We will process the refund within the applicable legal timeframe. For change-of-mind cancellations, a retailer may generally wait until the goods have been received back or the customer supplies evidence that they have returned them.
Your bank or payment provider may then take additional time to display the refund.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
Contact us promptly if:
- The parcel has been damaged in transit
- The product is faulty
- You have received the wrong item
- The product differs materially from its description
- Part of your order is missing
Please include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the outer and inner packaging where transit damage is involved
Please retain the product and all packaging until we have advised you what to do.
Personalised and bespoke products remain covered by consumer rights when they are faulty, damaged, not as described or incorrectly supplied. Consumers generally have a 30-day short-term right to reject qualifying faulty goods, with other repair, replacement or refund remedies potentially applying afterwards.
Nothing in this policy affects your statutory rights.
Colour and Screen Variations
We take great care to represent colours accurately.
However, ribbon and fabric colours can appear slightly different depending on:
- Screen settings
- Device type
- Lighting
- Photography
- Differences between material batches
A small difference between the colour shown on a screen and the physical material does not necessarily mean that the product is faulty.
Where an exact colour is important, particularly for a business, development or large project, please contact us before ordering so that we can discuss samples or colour-matching options.
Natural Variations in Handmade Products
Our bows are individually made and finished by hand.
Small differences in loop positioning, folds or measurements are part of the handmade nature of the product and are not normally considered defects.
This does not affect your rights where a product is genuinely faulty, damaged or materially different from what was ordered.
Business and Trade Orders
This page primarily explains returns for consumers purchasing for personal use.
Orders placed wholly or mainly for business purposes may be subject to separate trade terms and do not automatically receive the same statutory cancellation rights as consumer purchases.
We will confirm any relevant terms when discussing bespoke, bulk, developer or corporate orders.
Need Help?
Please contact us before returning anything.
We are a small family business and would always prefer the opportunity to understand the issue and help you find the right solution.