Refunds, Returns & Cancellations

All SMARÁ products are individually handmade to order. Some of our products are also bespoke or personalised specifically for the individual customer.

Your cancellation and return rights depend on whether the product you have ordered is personalised/bespoke or non-personalised.

Nothing in this policy affects your statutory rights in relation to goods that are faulty, damaged, not as described or otherwise do not conform to your legal rights.

Personalised & Bespoke Products

Products that are made to your individual specifications or clearly personalised for you cannot ordinarily be cancelled or returned simply because you have changed your mind.

This includes, for example, our bespoke hand-embroidered keepsakes created from an image supplied by you and products personalised with names, words, dates or other customer-requested details.

Please carefully check all information, images, spelling, dates, names, wording and other personalisation details supplied when placing your order.

We create personalised products using the information supplied by the customer and cannot accept responsibility for errors contained within information or personalisation that was submitted to us incorrectly.

Once we have begun creating a personalised or bespoke product, cancellations, returns or exchanges for change of mind will not be accepted.

This does not affect your statutory rights if the item is faulty, damaged, not as described or we have made an error when creating your order.

Non-Personalised Handmade Products

Products that are handmade to order but have not been made to your individual specifications or personalised for you may be subject to statutory cancellation rights.

For eligible non-personalised goods purchased online, you may notify us that you wish to cancel your order within 14 days after the day you receive the goods.

After notifying us of your cancellation, you must return the goods to us within 14 days.

Unless the item is faulty, damaged, incorrect or otherwise required by law, you are responsible for the direct cost of returning the goods to us.

Returned products should be kept in their original condition and handled only to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make a deduction from the refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted when examining the goods.

Where a valid cancellation applies, refunds will be processed in accordance with your statutory rights, including any applicable standard outbound delivery charge.

Please contact us before returning an item so that we can provide the appropriate return details.

Changes & Cancellations

If you need to make a change to your order, please contact us as soon as possible.

For personalised or bespoke orders, we cannot guarantee that changes can be made once production has begun. If we are able to accommodate your requested change, we will confirm this with you.

For non-personalised orders, your statutory cancellation rights remain as set out above.

Faulty, Damaged or Incorrect Orders

Every SMARÁ product is carefully checked before dispatch.

If you believe your item is faulty, arrives damaged, is not as described or you have received an incorrect item, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and, where possible, clear photographs showing the item, issue and relevant packaging. This information helps us assess what has happened and resolve the matter as quickly as possible.

Where an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights.

Lost Orders

If you believe your order has been lost in transit, please contact us so that we can investigate the delivery with Royal Mail.

We retain proof of postage and, where applicable, tracking information for dispatched orders.

Where an order is confirmed as lost in transit, we will provide an appropriate resolution in accordance with your statutory rights.

Digital Gift Cards

Digital gift cards are non-refundable and non-exchangeable except where required by law.

Refunds

Where a refund is due, it will be issued to the original payment method in accordance with the applicable statutory timescales.

Please be aware that once a refund has been processed by us, the time taken for the funds to appear in your account may depend on your bank or payment provider.

Contact Us

If you are unsure whether your order is eligible for cancellation, return or refund, or if there is an issue with your order, please contact us here.

We encourage customers to contact us directly if there is a problem with an order so that we have the opportunity to investigate and resolve the matter.