Refund policy

Returns & Refund Policy

Last updated: November 2025

At Studio Custom, every product is made with care in our Llandudno studio. We want you to love your order, but we understand that sometimes things don’t go as planned. Please read our policy carefully before purchasing.

Personalised Items

Because each personalised product is custom-made to your specifications, we cannot accept returns or offer refunds for these items unless:

• The item arrives damaged, defective, or

• There is an error in the personalisation that was caused by us (for example, a spelling or design mistake made by Studio Custom).

Please double-check all spellings, dates, and design choices before completing your order.
If you’ve entered a name, phrase, or date incorrectly during checkout, we’re unfortunately unable to offer a refund or free replacement.

If we’ve made a mistake on our end, we’ll make it right with a replacement or full refund. Whichever you prefer.

Non-Personalised Items

For standard (non-custom) products, we accept returns within 14 days of delivery, provided the item is unused and in its original packaging.
Once your return is approved and received, we’ll issue a refund to your original payment method within 5–7 working days.

Damaged or Faulty Items

If your order arrives damaged or faulty, please email contact@studiocustom.co.uk within 7 days of delivery, including:

• Your order number

• Clear photos of the issue

• A short description of the problem

We’ll review your case and arrange a replacement or refund as quickly as possible.

Return Shipping

If a return is approved (for non-personalised items or our own errors), we’ll cover return shipping costs.
If the return is due to a customer error (e.g., incorrect spelling on a personalised item), the buyer will be responsible for any return shipping.