Refund policy

Last updated: 31 May 2026

 

We hope you love your order from Silk & Sign. As many of our products are handmade and personalised to order, our return and refund policy differs slightly from that of standard retail products.

 

Returns

We offer a 30-day return period for eligible non-personalised items. This means you have 30 days from receiving your order to request a return.

To be eligible for a return, your item must be:

- Unused and in the same condition you received it

- In its original packaging

- Accompanied by proof of purchase

To request a return, please contact us at info@silkandsign.co.uk.

Please note that items returned without prior approval will not be accepted.

Personalised & Custom-Made Items

As all personalised and custom-made items are created specifically for each customer, these products are non-returnable and non-refundable unless they arrive damaged, faulty, or incorrect.

This includes, but is not limited to:

- Personalised champagne flutes

- Personalised hangers

- Personalised hair accessories

- Personalised gift boxes

- Any item customised with names, dates, roles, or bespoke wording

Damaged, Faulty or Incorrect Orders

Please inspect your order upon arrival.

If your item arrives damaged, faulty, or incorrect, please contact us within 24 hours of delivery at info@silkandsign.co.uk and include:

- Your order number

- A description of the issue

- Clear photographs of the item and packaging

We will review the issue and work with you to provide a suitable resolution, which may include a replacement, repair, or refund where appropriate.

Return Shipping Costs

Customers are responsible for the cost of returning eligible items.

We recommend using a tracked postal service, as Silk & Sign cannot be held responsible for returns that are lost in transit.

Original shipping costs are non-refundable unless the return is due to an error on our part or a faulty item.

Exchanges

As all personalised items are made to order, we do not offer direct exchanges.

If an eligible non-personalised item is approved for return, you may place a new order for the replacement item once your return has been processed.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@silkandsign.co.uk.

Sale Items & Gift Cards

Sale items and gift cards are non-returnable and non-refundable.