Refund policy

Last updated: June 2026.

We hope you love your purchase but we understand there may be occasions where you wish to return an item.

PERSONALISED ITEMS

As we begin creating your order shortly after it is placed, orders cannot be cancelled, amended or refunded once production has begun. As each item is custom made especially for you, returns or refunds are not accepted unless the item has arrived damaged, faulty or with a printing error on our part.

Please take a moment to check all spelling, grammar and personalisation details carefully before placing your order, as we personalise your item exactly as the information is provided. 

If there are any issues with your order, please get in touch at hello@pawsandpeonies.co.uk and we'll always do our best to help and find a solution wherever possible.

RETURNS FOR ALL OTHER (NON-PERSONALISED) ITEMS

For eligible non-personalised items, please contact us within 14 days of receiving your order if you'd like to arrange a return.

Once your return has been approved, please send the item back within 14 days.

Customers are responsible for return postage costs for eligible non-personalised items unless the item is faulty, damaged or incorrect. The cost of the return postage will vary depending on the courier and service you choose. 

Once we've received and inspected your returned item, we'll issue your refund or exchange, depending on your preference. 

Items must be returned to us safely packaged in the same condition they are received.

FAULTY/DAMAGED ITEMS

All of our items come very well packaged but unfortunately, breakages can happen. To help us send replacements quickly, we recommend that you open all products upon receipt of your parcel.

If your item arrives damaged or faulty, please contact us as soon as possible with photographs showing the damage. Where possible, we recommend getting in touch within 48 hours of receiving your parcel so we can resolve the issue quickly. 

We will then arrange to replace your item subject to our usual terms and conditions of sale and delivery.

If you have any questions about our Refund Policy or need any help at all, please email us at hello@pawsandpeonies.co.uk - we're always happy to help.