Refund policy

Refunds & Returns Policy

All of our products are personalised and made to order. Because of this, we do not accept returns, cancellations, or exchanges for change of mind once an order has been placed, and we do not accept returns on unwanted items. Personalised and custom-made goods are generally exempt from the usual cancellation rights for online sales under UK law.

If there is a problem with your order because we made a mistake, or if the item arrives faulty, damaged, or not as described, please contact us within 7 days of delivery at contact@123custom.co.uk. Please include your order number and clear photos of the issue so we can review it quickly.

If we confirm that we made an error, or that the item is faulty, damaged, or incorrect, we will offer an appropriate remedy, which may include a replacement, store credit, or a full refund depending on the issue and your legal rights. UK consumers keep their rights for faulty or misdescribed goods even where products are personalised.

Approved returns, where required, must be sent to: 240 Hendon Way, NW4 3NL, United Kingdom. Items must not be sent back without contacting us first.

Refunds, where approved, will be issued to the original payment method within a reasonable time after we inspect the item and confirm the issue. If the problem was our fault, we will also cover reasonable return costs.