Refund policy



Return & Refund Policy

At Personally Loved, we create personalized, made-to-order items that are specially crafted for each customer. As all of our products are customized and made to order, we follow specific guidelines for returns, exchanges, and refunds.

Returns & Exchanges

Due to the nature of personalized products, we do not accept returns or exchanges unless the item is damaged, defective, or an error was made in production (e.g., wrong item, incorrect personalization).

⭐ Damaged or Defective Items: If you receive a damaged or defective item, please contact us at customerservice@personallyloved.co.uk or via WhatsApp within 30 days of receiving your order. Include a photo of the item, and we will arrange for a replacement at no extra cost.

⭐ Incorrect Orders: If we made a mistake with your order (e.g., wrong personalization), please let us know, and we will correct it by sending a replacement. We do not require you to send back the incorrect item.

⭐ Lost Orders: If your order was lost during shipping, reach out to us, and we will coordinate with our shipping provider to either recover the package or resend the order.

Non-Returnable Items

Since all of our items are personalized and made to order, we cannot accept returns or exchanges unless they fall under the exceptions mentioned above (damaged, defective, or incorrect orders).

Additionally, we do not accept returns for:

  • Sale items
  • Gift cards
  • Perishable goods, personal care items, or hazardous materials

Cancellation Policy

We understand that mistakes can happen, which is why we allow cancellations within 1 hour of placing your order. After this period, your order will go into production, and we will be unable to make changes or cancel the order.

Order Tracking

You will receive tracking information once your order has been shipped. If you do not receive your tracking number, please contact us at customerservice@personallyloved.co.uk, and we will assist you.

European Union 14-Day Cooling-Off Period

If you are located in the European Union, you have the right to cancel or return your order within 14 days for any reason. However, this does not apply to personalized products. Since all our items are made-to-order and customized, the cooling-off period does not apply to any orders from Personally Loved.

Refunds

Refunds will only be processed for damaged or defective items or in cases where a replacement cannot be provided (e.g., out of stock).

  • ⭐ Once we receive and inspect your claim, we will notify you about the approval or rejection of the refund.
  • ⭐ If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If you haven’t received your refund after 15 business days from approval, please contact us at customerservice@personallyloved.co.uk