Refund policy

Last updated: 19 February 2026


At Chic Chic Custom, all of our products are personalised and made to order. Please read our return policy carefully before placing your order.


 

1. Personalised & Custom Orders

Because our products are custom-made using your submitted photos and design preferences, we do not accept returns or offer refunds once production has begun.


Before production starts, we typically confirm design details with you. If we contact you for confirmation and do not receive a response within 48 hours, we reserve the right to proceed with production using the details provided in your order to avoid delays.


By placing an order, you acknowledge and agree that your personalised item cannot be returned or refunded once production has started.


This does not affect your statutory rights where applicable under UK consumer law.

 

 

 

2. Damaged or Faulty Items

If your item arrives damaged or there is a manufacturing defect, please contact us within 48 hours of delivery and provide clear photographs of the issue.


If the issue is confirmed to be due to a production fault or quality issue on our part, we will offer:

 

  • A free replacement, or

  • A suitable resolution at our discretion

 


We do not offer refunds or replacements for issues caused by:

 

  • Low-resolution or unclear images provided by the customer

  • Incorrect information submitted at checkout

  • Minor colour variations due to screen differences

 

 

 

 

3. Exceptional Circumstances

In rare and exceptional cases, we may consider a return or refund at our sole discretion. Approval must be obtained from us in writing before any item is returned.


Unauthorised returns will not be accepted.

 

 

 

4. Cancellations

Orders may be cancelled within 24 hours of purchase, provided production has not yet started.

If you request cancellation within 24 hours but we have already begun preparing your personalised draft or design preview, a £4 design time fee will be deducted from your refund to cover the time and work involved.

Once full production has begun, cancellations are no longer possible.

 

 

 

5. Contact Us

If you have any concerns about your order, please contact us at:

📧 customise@chic-chic.co


We are always happy to help and will do our best to resolve any issues fairly and promptly.