Refund policy

Personalised items

Almost everything we sell is personalised and 3D printed to order just for you. Because these items are made to your specification, they are exempt from the usual 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013, and we are unable to accept returns of personalised items unless they are faulty.

Please double-check your spelling and colour choices before ordering — your item is printed exactly as entered. If you spot a mistake after ordering, contact us as soon as possible and we will change it if production has not yet started.

Faulty, damaged or incorrect items

Your statutory rights under the Consumer Rights Act 2015 are unaffected. If your item arrives damaged, faulty, or differs from what you ordered, contact us at florenceandflamingo@gmail.com within 30 days of delivery (a photo helps us sort it quickly) and we will send a free replacement or issue a full refund, including postage.

If we made a mistake

If the personalisation on your item does not match what you entered at checkout, we will replace it free of charge — no need to return the original.

Non-personalised items

Any non-personalised item may be returned within 14 days of delivery, unused and in its original condition, for a refund of the item price. Please contact us before returning; return postage is at your cost.

Refunds

Approved refunds are issued to your original payment method, normally within 5 working days of approval.