Return & Refund Policy
Because every Pip & Me piece is made especially for you, our policy is slightly different from non-personalised products.
Personalised & Custom-Made Items
All of our products are custom embroidered to order, which means:
- We do not accept returns, exchanges, or refunds on personalised items if you change your mind, make an error in personalisation details, or no longer want the item.
- Please double-check spelling, wording, and choices before placing your order, as embroidery details are stitched exactly as provided.
Faulty or Incorrect Items
We take pride in our quality and craftsmanship. If your item arrives faulty, damaged, or incorrect due to an error on our part, we’re here to help.
You are eligible for a replacement or refund if:
- The item is damaged on arrival
- The embroidery does not match your confirmed order
- There is a manufacturing defect
How to Report an Issue
If there is a problem with your order, please contact us within 7 days of delivery and include:
- Your order number
- A brief description of the issue
- Clear photos of the item showing the problem
Once reviewed, we will advise on the next steps as quickly as possible.
Refunds
- Approved refunds will be issued to the original payment method
- Refunds are processed once the issue is confirmed
- Shipping costs are non-refundable unless the fault is ours
Exchanges
As all items are made to order, we do not offer exchanges unless the item is faulty or incorrect.
Cancellations
Orders may only be cancelled before production begins. Once embroidery has started, the order can no longer be cancelled.
Need help with an order?
We’re always happy to help and guide you through the next steps.