Returns & Refunds Policy
Our Returns Policy.
We want you to love every gift. If something isn't right — we'll make it right.
Personalised items & returns.
As all of our products are made entirely to order and personalised specifically for you, we are unable to accept returns or offer refunds simply because you have changed your mind.
This is standard practice for personalised and bespoke goods under UK consumer law. Once your order has been personalised and produced, it cannot be resold or reused.
Please double-check all personalisation details before placing your order — including names, dates, spellings, and photo quality. We will always contact you if we have concerns about your uploaded photo before we begin engraving.
Damaged, faulty or incorrect orders.
We take enormous pride in the quality of every item we produce. However, if your order arrives damaged, faulty, or we have made an error — we will resolve it immediately at no cost to you.
If your item arrives damaged or incorrect, please contact us within 14 days of delivery with:
- Your order number
- A clear photo of the item showing the issue
- A brief description of the problem
We will arrange a free replacement or issue a full refund — whichever you prefer. Return shipping costs will be covered by us in these circumstances.
Who pays for return shipping.
Return shipping costs depend on the reason for return:
- Our error or faulty item — we cover all return shipping costs in full
- Incorrect personalisation provided by customer — the customer is responsible for return shipping costs
- Damaged in transit — we cover return costs and will liaise with the courier on your behalf
Please do not return any item without contacting us first at hello@siennaelina.co.uk. We will guide you through the process and provide a returns authorisation number.
How refunds are processed.
Once a return has been approved and the item received (where applicable), refunds are processed within 5–7 working days back to your original payment method.
You will receive an email confirmation once your refund has been processed. Please allow additional time for your bank or card provider to reflect the payment.
Cancelling your order.
As our products are made to order, production begins very quickly after your order is placed. If you need to cancel, please contact us immediately at hello@siennaelina.co.uk.
- Before production begins — full refund issued
- After production has begun — we are unable to cancel or refund as the item has been personalised specifically for you
We're always here to help.
If you have any concerns about your order — please don't hesitate to get in touch. We read every message personally and will always do our best to find a solution.
📧 hello@siennaelina.co.uk
We aim to respond to all enquiries within 2 hours, Monday to Saturday.
