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Refunds & Shipping

Shipping Policy

1. Order Processing Times

As our items are handmade and often personalised:
 

  • Orders are typically processed within 1–3 working days

  • Processing times may vary depending on the level of personalisation and demand

  • Estimated processing times will be shown at checkout where possible
     

Please note: Processing time is separate from delivery time.

2. Delivery Times

We aim to dispatch orders promptly once completed.

Estimated delivery times:
 

  • UK Standard Delivery: [e.g. 2–5 working days]

  • UK Express Delivery (if available): [e.g. 1–2 working days]
     

Delivery times are estimates and not guaranteed.

3. Delivery Charges

Shipping costs are calculated at checkout based on:
 

  • Delivery method selected

  • Order size/weight
     

4. Personalised Orders
 

  • Personalised items may take longer to dispatch due to production time

  • Please ensure all personalisation details are correct when ordering
     

5. Order Delays

We are not responsible for delays caused by:
 

  • Postal or courier services

  • Customs (for international orders, if applicable)

  • Incorrect delivery information provided by the customer
     

However, we will always do our best to help resolve any issues.

6. Incorrect Address Details

Please ensure your delivery address is correct at checkout.
 

  • We are not responsible for orders delivered to an incorrect address provided by the customer

  • Additional charges may apply for re-delivery
     

7. Lost or Missing Orders

If your order has not arrived within a reasonable time:
 

  • Please contact us so we can investigate

  • We may require time to liaise with the courier before issuing a replacement or refund
     

8. Damaged Items in Transit

If your item arrives damaged:
 

  • Please contact us within 48 hours of delivery

  • Provide photos of the damage and packaging
     

We will arrange a replacement or refund in line with your rights under the Consumer Rights Act 2015.

9. Contact Us

If you have any questions about shipping, please contact us:
 

Refund Policy

1. Your Legal Rights
 
Under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, you are entitled to certain protections. This policy outlines those rights and does not affect your statutory rights.

2. Personalised and Custom-Made Items

As most of our products are made to order and personalised:
 

  • You do not have a legal right to cancel or return personalised or custom-made items simply because you have changed your mind

  • This applies once production has begun
     

However, your rights are protected if something goes wrong (see Section 3)

3. Faulty, Damaged, or Incorrect Items

If your item is:
 

  • Faulty

  • Damaged

  • Not as described

  • Incorrect (e.g. wrong personalisation due to our error)
     

You are entitled to:
 

  • A full refund within 30 days, or

  • A replacement or repair, where appropriate
     

Please contact us as soon as possible with details and photos if applicable.

4. Customer Errors in Personalisation

Please ensure all personalisation details (e.g. spelling, dates, colours) are correct when placing your order.
 

  • We are not responsible for errors provided by the customer

  • Refunds or replacements may not be offered in these cases
     

5. Non-Personalised Items (If Applicable)

For any non-personalised items:
 

  • You have the right to cancel within 14 days of receiving the item

  • You then have a further 14 days to return it
     

Conditions:
 

  • Items must be unused and in original condition

  • Return postage costs are the responsibility of the customer
     

6. Refund Processing
 

  • Refunds will be issued to your original payment method

  • We aim to process refunds within 14 days of receiving returned goods (where applicable)
     

7. How to Contact Us

To request a refund or report an issue, please contact us with:
 

  • Your order number

  • A description of the issue

  • Photos (if relevant)
     

via email - contact@madebyshaneannagans.co.uk

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