We know wedding planning comes with a lot of moving parts, so we want this to be clear and fair from the start. Almost everything we make is personalised for you, which shapes how cancellations and returns work. If anything here is unclear, just email us at hello@birdhouse197.com and we'll talk it through.
Cancelling your order
Before your proofs are sent
If you change your mind before we've sent your digital proofs, let us know and we'll cancel your order and refund you in full.
After your proofs are sent
Once we've sent your proofs, our design work on your stationery has begun. You can still cancel at any point before you approve your final proof, but we may keep part of your payment to cover the design time already spent. We'll always tell you the amount before anything is processed.
After you approve your final proof
Once your final proof is approved and sent to print, your order is locked in. Your stationery is printed to order with your names, dates and details, so we can't cancel or refund it from this point.
Returns on personalised stationery
Personalised and made-to-order items are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013, so we can't accept returns on personalised stationery for a change of mind.
This is exactly why we send your digital proofs within 7 days, with unlimited revisions. You can check every name, date and spelling before anything goes to print. Please read your final proof carefully, ideally with a second pair of eyes, as we print exactly what's approved. If a mistake was in the approved proof, we're always happy to quote for a reprint.
Non-personalised items
For anything that isn't personalised, you have 30 days from delivery to return it for a full refund. To be eligible:
- The item must be unused and in the condition you received it, in its original packaging.
- Return postage is your responsibility, and we recommend a tracked service as we can't be responsible for parcels lost on the way back to us.
- Original delivery charges aren't refunded unless the return is due to our error.
Email us first with your order number and we'll send you the return address.
Printable and digital files
Printable files are delivered digitally, so once your files have been sent or downloaded we can't offer a refund for a change of mind. If something isn't right with your files, tell us and we'll put it right.
If something arrives damaged or isn't right
We check every order before it leaves us, but if anything arrives damaged, faulty or different from your approved proof, please email us within 7 days of delivery with your order number and a few photos. Where the fault is ours, we'll reprint or refund at no cost to you.
How refunds are paid
Approved refunds go back to your original payment method. Please allow up to 10 working days for it to show, depending on your bank.
Get in touch
For any cancellation, return or problem with your order, email hello@birdhouse197.com with your order number. You can also read more about how ordering works and our shipping times.
None of this affects your statutory rights.