Frequently asked questions...
returns
You can cancel your order within 2 hours of ordering. We do not accept returns on any items. Please email with the subject line of ‘CANCEL ORDER x ORDER NUMBER’ so we will pick up your email before of 48 hour time around time on emails.
We strictly do not accept returns or exchanges on all items that are custom made to your requirements.
Please read our size guide carefully – we are not at fault if the items are too big/small.
For another reason that you may have to return your item to us, We do not have pre-paid labels and do not offer free returns. If you need to return an item to us, you will have to pay the postage costs.
embroidery
Please note, with all embroidery items – with the nature of embroidery, the embroidery may have some kinks. The letters will not be flush against the garment like vinyl. At the back of all garments, you will also see a backing. This is a stabiliser and we do recommend keeping this on to make your embroidery look its best and keep in tact throughout its lifetime!
washing instructions
All our products come with a washing label attached. Please follow the guidelines on the label to prevent any damages to your item.
Do not iron over vinyl text (if your item is vinyl).
Do not tumble dry.
Sometimes you may need to stretch the 100% cotton items back into shape after washing, please do this when the items are wet.
Sparkle Items - cold wash only.
washing damages
Please refer to our wash care labels – all of our testing is done based on this information and we found that no damages occur such as shrinkages, colour runs and bobbling. We can very confidently state the above our testing reports.
We strictly do not advise tumble drying products. We advise to wash inside out at all times. Please always iron your products but DO NOT iron over vinyl (if you item is a vinyl transfer). Do not iron vinyl on reverse, do not iron vinyl of the front. Please note any damages caused by washing will not be at our responsibility. Following the above WE WILL NOT replace any items that we find have been damaged during washing.
faulty/damaged products
You must get in touch within 14 days of receiving your product- After this time we hold no responsibility.
In a rare occasion you do have a faulty/damaged item we do ask for pictures for our records or sometimes a return of the item so we can replace the issue. When you return the item to us, we will give the items a full examination to check the fault. It we do find that the item is not faulty- no refund will be given.
If you have ordered an ‘occasion’ item, we will not refund you if the item is faulty/damaged – you will receive a replacement. This is non negotiable.
Fonts
We use many different fonts online, but please note the styling of fonts can be different. We often may not use capital letters at the start of a sentence as this is our style, we sometimes may use all capital letters but, all styling can be found on the item before purchasing and it will arrive to you exactly as shown.
Washing
We recommend you do wash all items before use. It is also recommended to wash all newborn baby clothes before your new arrival gets here, we do recommend you also do this to our products – don’t worry about the design on the item, when washed correctly it will as good as new!
Once we pass your order to our couriers your package is with a different provider. We completely understand delays are frustrating, however once your order is with our couriers, any issues need to be investigated by our delivery providers. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you. We do not guarantee that orders will arrive of specific days.
My parcel shows as delivered but hasn't been?
Please check all safe places & neighbours, Check tracking for GPS location to see if this matches. If not you must contact us within 48 hours for us to contact our delivery providers. After this time we may not be able to investigate.
You will be requited to sign a legal document 'Denial of receipt'
Investigations can take up to 28 days, please note we cannot speed the process up as we are normally waiting for a response from our delivery providers.
Seasonal items will only be replaced. We will not refund any seasonal items that claim to be lost/missing.
LOST PARCELS
In very occasional circumstances, our delivery providers may lose a parcel. This can be very frustrating for everyone and we ask for your understand of this. It is very rare this happens and if in the unlikely event this happens to you, we will endeavour to work with you to help locate it. Our delivery providers policy states you must wait 21 working days after the item has been posted for a parcel to be considered 'lost'. After this time your item/s will be remade, subject to stock and usual turnaround times.
In no circumstance will refunds be given for lost parcels. If we are unable to replace an item due to stock, refunds will be given as Gift Cards only.