Returns & Refunds
Last updated: 5 October 2026
Every Posy&Ink card is made with care, and we want you to be delighted with your order.
If there is a problem with your purchase, please contact us at posyandink@gmail.com and we will do our best to help.
Standard, Non-Personalised Items
If you purchase a standard, non-personalised item from our website and change your mind, you have the right to cancel your order within 14 days of receiving it.
Once you have told us that you wish to cancel, you then have a further 14 days to return the item.
To request a return, please email:
Please include your name and order number so that we can locate your order and provide the appropriate return details.
Items should be returned in their original condition and suitably packaged to protect them during transit.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
Personalised & Custom-Made Items
Many Posy&Ink cards are made especially for the recipient and may include personalised names, ages, wording, dates, colours or other custom details.
Because personalised and custom-made products are created specifically for you, we are unable to accept returns or offer refunds simply because you have changed your mind once production of the personalised item has begun.
This does not affect your legal rights if the item is faulty, damaged or not as described.
Please check all names, dates, ages, spellings and personalised wording carefully before submitting your order.
We will create personalised wording using the information supplied when the order is placed and cannot accept responsibility for errors contained in the information provided by the customer.
Cancelling a Personalised Order
If you realise you have made a mistake or wish to cancel a personalised order, please contact us as soon as possible at:
If we have not yet started making your personalised order, we may be able to amend or cancel it.
Once work has begun on a personalised or custom-made product, cancellation may no longer be possible.
Faulty, Damaged or Incorrect Orders
If your order arrives damaged, is faulty, is materially different from its description, or you receive the wrong item, please contact us as soon as possible at:
Please include your order number and a description of the problem. Photographs of the item and packaging can also be helpful in allowing us to understand what has happened and resolve the issue quickly.
Depending on the circumstances, we may offer an appropriate replacement, repair or refund in accordance with your statutory rights.
Where an item is faulty, damaged or incorrect, Posy&Ink will cover reasonable return costs where a return is required.
Handmade Products
Posy&Ink cards are handmade rather than mass-produced.
Because of their handmade nature, there may occasionally be very small variations in positioning, finish or appearance between individual cards.
These small variations are part of the character of a handmade product and do not affect your statutory rights where an item is faulty, damaged or not as described.
Refunds
Once an eligible returned item has been received, we will process the refund as soon as reasonably possible.
Refunds will normally be made to the original payment method.
Where you exercise your legal right to cancel an eligible online order, we will also refund the cost of our standard delivery option where applicable.
If you chose a more expensive delivery method, such as an upgraded or express service, we are not required to refund the additional cost above our standard delivery charge.
We may reduce a refund where an eligible returned item has been handled beyond what would reasonably be necessary to inspect it and its value has been reduced as a result.
Return Postage
For change-of-mind returns of eligible non-personalised items, the customer is responsible for return postage.
We recommend obtaining proof of postage when returning an item, as the parcel remains your responsibility until it reaches us.
If an item is being returned because it is faulty, damaged or incorrect, please contact us before returning it so that we can arrange the appropriate return method.
Original Delivery Charges
For eligible cancellations made under your statutory cancellation rights, the basic standard delivery charge will be refunded where required by law.
Any additional amount paid for premium, express or upgraded delivery does not have to be refunded beyond the cost of standard delivery.
Refund Times
Where a refund is due following a change-of-mind return, it will normally be processed within 14 days of receiving the returned item, or within the applicable legal timeframe.
The time it takes for the money to appear in your account after we issue the refund may depend on your bank or payment provider.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.
If goods are faulty, not as described or do not meet the standards required by law, you may have additional rights to a refund, repair or replacement.
Contact Us
If you have a problem with an order or would like to discuss a return, please contact:
Posy&Ink
Email: posyandink@gmail.com
Please include your order number where possible so that we can assist you quickly.