Returns

We work very hard in ensuring all of our personalised gifts are perfect before being sent out to you. From the very first moment you select your preferences, we begin designing your ultimate gift. Within 24 hours of ordering, you will receive a PDF proof of your design including your preferred font. We understand that sometimes mistakes can occur during check out, so we do not begin the process until you have approved your proof.

Due to the nature of our services, unfortunately we are unable to process refunds or exchanges if there is a mistake on the PDF proof which was approved. In order to avoid any disappointment, please ensure you check all spelling, dates and choices carefully. If you notice a mistake on the proof, please respond with any changes and we will send a second proof for confirmation. In the unlikely event that the error was on our part, we will offer a replacement or refund to the original payment method.

IMPORTANT - We are unable to offer refunds on any personalised items due to change of mind.

Faulty Goods

We do our best in ensuring our products are perfectly packaged to avoid any breakage during the delivery process. If your item is damaged, please send an email to info@thepersonalisedproject.com within 2 days of receiving your order. The email must contain your order number and a clear photo of the damage. If we believe the damage was caused by our delivery services, we will aim to organise a replacement product as soon as possible.

Exchanges

Unfortunately we are unable to process exchanges if there is a mistake on the PDF proof which was approved or for change of mind.

Please ensure you complete the personalisation form and select products carefully. If you think you have made a mistake during the check out process, do not panic! You will receive a PDF proof within 24 hours of ordering.

If you are unhappy with any part of your order, please contact us at info@thepersonalisedproject.com or use the link below to get in contact. We will do our best to resolve any issues.