Returns

We regret that we cannot offer returns on unwanted items that have been personalised. This is in line with Long Distance Selling Regulations governing the sale of personalised products.

We naturally want you to be delighted with the item you receive. In the event that you are not satisfied, we can accept a return for personalised products if the item is faulty. Where this is the case we will send out a replacement or offer a refund for this order, including delivery.

To complete a return, we require a receipt or proof of purchase.

To request to return a product, please submit the details of your request to support@personalily.com. If your request is accepted we will provide you with an address to return your item to.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@personalily.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@personalily.com.