Returns & Refunds

We hand-make every piece to order. Please check personalisation details carefully — once production begins, changes and cancellations are usually not possible.

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Returns & refunds — simple summary
• Personalised items: cannot be returned unless faulty or incorrect (Consumer Contracts Regulations 2013, Reg 28(1)(b)).
• Non-personalised items: you may cancel within 14 days of delivery; please notify us first. Return within 14 days after that, unused and in original packaging. Refund issued within 14 days of us receiving the return. Return postage is yours unless we made a mistake.
• Faulty or incorrect: we’ll replace or refund (including standard postage) in line with the Consumer Rights Act 2015.
• How to start a return: Email: admin@parisandchaya.com with your order number and photos (if faulty).
• Delivery timings (for reference): Free UK Delivery, 3–5 working days after production. If your order includes a draft design proof, production begins once the final design is approved.
• Packaging: We prioritise reusing clean, recyclable intake materials (e.g., cardboard, paper, tissue, bubble wrap) to minimise waste.

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How to cancel (non-personalised items)
• Tell us you’re cancelling within 14 days of delivery.
• Return the item within the next 14 days, unused and in original packaging.
• We will refund the product price and the standard delivery cost within 14 days of receiving the return (or evidence of return).
• Email: admin@parisandchaya.com (include your order number).

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Returns — FAQs

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Can I return personalised items?
Personalised items cannot be returned unless faulty or incorrect.

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What are my rights for non-personalised items?
You may cancel within 14 days of delivery; please notify us first. Return within 14 days after that, unused and in original packaging.

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Who pays the return postage?
You cover return postage unless we made a mistake or the item is faulty.

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When will I receive my refund?
We issue refunds within 14 days of receiving the return, to the original payment method.

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What if my item is faulty or incorrect?
We will replace or refund (including standard postage) in line with the Consumer Rights Act 2015. Please Email: admin@parisandchaya.com with photos.

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How do I start a return?
Email: admin@parisandchaya.com with your order number and photos (if faulty). We usually reply within 1 working day.

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What packaging should I use for returns?
Please return items unused and in their original packaging, packed safely. We prioritise reusing clean, recyclable intake materials (e.g., cardboard, paper, tissue, bubble wrap) to minimise waste.

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What are your delivery timings?
Free UK Delivery, 3–5 working days after production.
If your order includes a draft design proof, the production time begins once you’ve approved the final design.