Returns & Refunds
Everything you need to know about returns, personalized orders and what to do if something isn’t right.
Made especially for one couple
Every Wedding Pen order is personalized specifically for one couple. The Wedding Pen carries their names and wedding date, while the Memory Box plaque includes a personal message approved before production.
Because each order is made specifically for one couple and cannot be resold or repurposed, personalized Wedding Pen orders cannot be returned or exchanged simply because you have changed your mind.
Cancelling your order
You may request to cancel your order within 24 hours of placing it. After this period, we may have already started preparing your personalized order and cancellation may no longer be possible.
To request a cancellation, please contact us as soon as possible.
Before anything is finalized
You’ll receive a personalization preview by email before production. This gives you the opportunity to review the names, wedding date and Memory Box message and request any necessary changes before giving final approval.
Damaged, defective or incorrect orders
If your order arrives damaged, has a defect or does not match the personalization you approved, please contact us as soon as possible.
We'll review the issue with you and provide an appropriate solution in accordance with your applicable consumer rights, which may include repair, replacement, a price reduction or refund.
How to contact us?
Please contact us through our contact form or by email and include your order number, a brief description of the issue and, where relevant, photographs showing the problem.
Refunds
If a refund is agreed as the appropriate solution, it will be issued using the original payment method. Processing times may vary depending on the payment provider.
A note about personalized orders
The exclusion of returns for personalized products applies to changes of mind and does not limit any rights you may have if a product is damaged, defective or does not conform to the order.