Returns & Cancellations Policy

I Want To Cancel My Order

All of our items are personalised and created specifically to the customers’ requirements, and so therefore due to the nature of personalised products, we are only able to cancel and refund orders before they have been produced/personalised, we do not accept returns, unless the product is deemed to be faulty. So we would urge you to check the product specifications (e.g. size, colour and weight) carefully before ordering and be sure to check over the spelling, punctuation and capitalisation on your product before placing an order.

As you can imagine, a lot of time and work goes into personalising your products and unfortunately we can’t refund items just because of a change of mind. If in any doubt, please call or email us before ordering.

If you want to cancel your order, this will need to be done within 4 hours of the order being placed. We will refund your order in full, if the order is cancelled within this time period. After 4 hours, production will have started and you will lose your right to cancel the order.

I Have A Damaged/Faulty Item What Shall I Do?

We always endeavour to ensure your order is received safely. However, on rare occasions a product maybe damaged during shipping.

If you have received a damaged product, we will do our best to try to resolve the issue for you. Please complete the online enquiry form for more information.

Please note: Due to the nature of personalised products, they cannot be returned unless faulty/damaged and photographic proof is shown. Faulty items are replaced not refunded.

As we’re an online shop the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please fill out our online returns form and we’ll send you a link so that you can upload a photo of the damaged gift.

If you wish to return an item that is faulty please contact us before you return any item/s to us within 14 days.

Email us @:returns@issy.uk with details of the faulty item you wish to replace, please include your:

  • Order number
  • Name
  • Email address
  • Postal Address
  • Problem with the fault
  • Photo of the fault*

*ALL FAULTY OR INCORRECT ITEMS WOULD NEED PROOF OF FAULT. CLEAR IMAGES OF THE PRODUCT NEED TO BE SENT TO SHOW THIS BEFORE REPLACEMENTS ARE SENT.

My Order Has Arrived And There Is A Spelling Mistake.

We’re really sorry that your gift has a spelling mistake, we know how important it is for the personalisation to be spelt correctly. If your gift does arrive with mistakes, unfortunately we cannot accept responsibility unless the fault was a result of the personalisation process.

Please contact us so we can check your order to see what should have been entered originally and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online shop the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

How Do I Return My Item To You?

If a return is agreed by us, it must be returned using a Royal Mail 2nd Class Signed for Service. All returns must be returned within 7 days of the date they were authorised on. Any returns are the customers responsibility until the item(s) have arrived safely back to seller. Refunds, postage reimbursement or replacements will only be issued once the item(s) have arrived back with the seller & proof of postage can be provided. You must keep a copy of the postage receipt just in case you need to make a claim with Royal Mail in event of lost/delayed items.

Any authorised refunds will be processed within 14 days & credited back via your method of payment.

Age Verification Checks AND Sale of Alcohol.

No alcohol can be purchased from our premises, we are not licenced to do so.

For some items on the site, it is prohibited to sell them to those under the age of 18.  Products that contain alcohol is one such item. For this reason, we ask for you to verify your age when ordering alcohol products. We will also carry out independent checks to verify the age.

We are a responsible retailer and won’t sell or ship to under 18’s. This means that we will verify ages of both the purchaser and recipient (if different) and both must be over 18. If we cannot verify your age or discover that you are not legally entitled to order certain Products, we will cancel your order and will not be obliged to complete the order. We will immediately refund to you any money that you have paid in respect of products that we will not deliver to you.

If we cannot establish your age, then we reserve the right to ask for further identification and if that is not forthcoming or satisfactory we will cancel the order. We are also obliged to keep records of attempted purchases of prohibited goods by under 18’s and must show Police, local authorities and trading standards if requested.

We operate a responsible retailer scheme that endeavours to prevent the sale of alcohol to under 18’s.  We follow the guidelines set out in the WSTA.co.uk (Wine and Spirits Trade Association) that includes schemes such as Challenge 25. To this end where we cannot establish the age of the purchaser or recipient to be over 18 then we will refuse the order.

Fill out our Returns form below, after you have read our Returns Policy above.

  • Please make sure you include your Order Number, any information missing will result in delays to resolve your issue.
    Please choose which you would prefer to be contacted if required.
  • Drop files here or
    Accepted file types: jpg, jpeg, png, png.
    Please note, if no images are provided your submission will not be considered.
Basket

Basket

No products in the basket.