Refund Policy

Policy for Personalised Items

Returns

Personalised items are non-returnable and non-exchangeable unless there is a fault with the product. In the case of a faulty item, we’ll either provide a replacement or issue a refund, assessed on a case-by-case basis.

Before placing your order, please carefully review your selections, including the personalisation details, as changes cannot be made after the order is submitted. Examples of our work and the fonts we use are available on our website and Instagram for reference.

Please note: Refunds will not be granted if care instructions have not been followed.

Exchanges

We only offer exchanges for faulty or damaged items. If you encounter an issue, please email us at thecuddlekidzteam@gmail.com with your order number and photos of the product so we can assist you.

Faulty Items

If you believe your item is faulty or incorrect, contact us within 7 days of receiving your order. Email thecuddlekidzteam@gmail.com with your order details and photos, and we’ll work to resolve the issue promptly.

Refund Policy for All Other Items

We do not offer refunds for change-of-mind purchases. However, if an item arrives faulty or damaged, please contact us within 7 days of delivery at thecuddlekidzteam@gmail.com with your order details and photos. Refunds for faulty items are handled on a case-by-case basis.

Please note:

  • Refunds will not be issued if care instructions are not followed.
  • Refunds are not available for orders that do not arrive in time for specific events due to postal delays outside our control.

Returns

If you wish to return a non-faulty item, you may do so at your own expense. Contact us at thecuddlekidzteam@gmail.com for the return address and include your name and order number in the package. Shipping fees for returns are non-refundable.

Damages

If your order is damaged during delivery, please contact us within 7 days of receiving it. Unfortunately, we cannot offer refunds or exchanges for items damaged after wear or improper care.

Shipping Costs

Customers are responsible for shipping costs when returning items. If approved for a refund, the cost of return shipping will be deducted from the refunded amount.

Lost or Stolen Items

If your tracking indicates that your order has been delivered but you have not received it, this must be addressed with your local postal service. Contact us if you need assistance with documentation for your case.

Exchanges

Exchanges are only available for faulty items or incorrect orders. Email us at thecuddlekidzteam@gmail.com with photos and a description of the issue, and we’ll assist with the exchange process.

Sizing

We do not accept returns or exchanges for size issues, as size charts are provided on our website to ensure you select the correct fit.

Missing Items

If part of your order is missing, contact us at thecuddlekidzteam@gmail.com with your order number and details of the missing item, and we’ll assist you.

Incorrect Address

If your order is returned to us due to an insufficient address, you will be responsible for the reshipping costs. Once we confirm the correct address, we’ll resend the package.

Unclaimed Packages

Unclaimed packages returned to us may incur a reshipping fee.

Color Variations

Please note that colours may vary slightly due to individual screen settings. Refunds or returns cannot be provided for colour discrepancies unless the item is faulty.