Changing or Cancelling Your Order

Due to the custom nature of our items, it’s very important to double-check all details before finalising and placing your order. Please make sure to ensure all specifications, quantities, and details are accurate before checking out.

We understand that sometimes things change, and you may need to amend or cancel your order. Because our items are custom-made, we have a specific process in place to help with this.

To request a change or cancellation, you must first put your order on hold before it goes into production.

How to Put Your Order on Hold

1. Log In/Create an Account – Go to the My Account section.
2. Go to “My Orders” – Find your order.
3. Select Your Order – Click “View Order”.
4. Click “Amend/Cancel” – This will place your order on hold.

Once your order is on hold:

• Our Customer Experience Team will be in touch to confirm the change or cancellation.

• You won’t be able to remove it from hold yourself — we’ll do this for you after reviewing the request.

• Orders placed on hold are reviewed and prioritised every 24 hours (Monday to Friday).

Changes to Product Specifications

We cannot change product specifications (such as sizes, materials, finishes, or cut-out positions) on a live order once it has been placed. These details must remain consistent throughout the ordering, production, and shipping process to ensure your bespoke item is made correctly. 

If you need to change any of these specifications:

• We’ll cancel and refund your original order, and

• You can place a new order with the correct details, either on your own or with our help.

We will only accommodate amendment requests if you have put your order on hold before it goes into production.

Changes to Contact or Delivery Details

We can make changes to contact details like your email, phone number, or delivery address to existing orders without the need to cancel them. We still recommend putting your order on hold for these scenarios to avoid, for example, your order going to the incorrect address. 

No Changes After Production Starts 

Once your order enters production, we are unable to cancel, refund, or make any changes to the products/specifications, so you will not be able to put it on hold.

This is because our products are custom-made to your original specifications and cannot be resold or reused.