Effective 11 November 2026 · Version 2026-11-11.1
Cancellations & refunds
Requesting cancellation or support
Email feltilo92@gmail.com with your order reference or ordering email address, and explain whether you want to cancel, request a change or report a problem. We will explain progress, the basis for our response and any amounts in writing.
Before physical making begins: a full refund
You may cancel before physical making begins and receive all payments back, including your initial payment. We do not deduct ordinary payment-processing fees or a cancellation fee from that refund.
Physical making means documented, substantive work specifically on your agreed piece, such as shaping or needle-felting it. Receiving payment, reserving a place in the queue, general correspondence or preparing general-purpose materials does not by itself count as starting. We will use written progress updates and making records to show whether work has begun.
Changing your mind after making starts: reasonable, unrecoverable actual costs only
When we receive a cancellation request, we will promptly stop further avoidable work. Where the law permits, we may deduct from payments received only reasonable, documented, unrecoverable making costs already incurred specifically for that order by the time we receive your request.
These may include the reasonable cost of work actually completed and materials used specifically for your piece that cannot reasonably be reused or returned. We will itemise the basis, subtract any amounts that can be returned, reused or otherwise recovered, and avoid double counting. Unperformed work, expected profit, a general cancellation penalty and ordinary payment-processing fees are not grounds for deductions.
The refund is the amount paid minus those permitted costs; the deduction cannot exceed the amount paid. The 50% initial payment is not automatically non-refundable, and cancellation does not automatically make an unpaid final balance due. We will discuss disputed deductions, without restricting your lawful dispute-resolution options.
If we cannot fulfil the order or dispatch is delayed
If we cannot fulfil the agreed order, or you cancel an unshipped order because we cannot dispatch as agreed, we will promptly refund all payments made for that order without deducting making costs. Our Making & shipping policy explains delay notices, your choices and further delays; applicable statutory requirements take precedence.
Defects, damage, wrong items or material differences from the proposal
Personalised goods must still meet applicable quality and description requirements. Tell us promptly if your piece is defective, damaged in transit, incorrect or materially different from the agreed proposal. We will assess the issue and provide the appropriate repair, remake, refund or other required remedy. Where the law gives you the choice of remedy, we respect that choice.
Change-of-mind cost deductions do not reduce these rights. We will not refuse a statutory remedy merely because the item was customised, you approved finished photographs, the original packaging or an unboxing video is unavailable, or a short reporting window we set has expired. Reasonable handmade variation does not excuse a real defect. We will not require store credit instead of a refund the law entitles you to receive.
Shipped pieces and return arrangements
For a change-of-mind return after dispatch, contact us to discuss whether and how it can be arranged. This does not restrict any applicable statutory return or withdrawal right. If a faulty or otherwise non-conforming piece needs to be returned, we will give appropriate instructions and bear reasonable return costs for which we are responsible under the law.
If we separately agree a non-fault return, we will explain the address, method and reasonable cost allocation in writing before it is sent. Please contact us first to avoid sending it to the wrong location. This practical instruction does not add to or shorten statutory deadlines for exercising your rights.
How refunds are made
Once the refund obligation and amount are established, we will initiate it promptly and within any applicable legal deadline. Refunds normally use the original payment method. If that is unavailable, we will agree a lawful, secure alternative rather than require a voucher. We will provide the amount and available processing reference.
Provider or bank posting times can vary, and currency conversion is handled by the relevant provider. We refund the amount owed in the original transaction currency and do not add a refund-processing fee. Third-party processing times do not remove our duty to initiate a refund on time. Please contact us if it does not arrive as expected.