REFUND POLICY
A legal disclaimer
Last updated: September 2026
We hope you love your BoxOfLoveByA order. As many of our products are handmade and personalised especially for you, different return and cancellation rules may apply depending on what you have ordered.
PERSONALISED & CUSTOM-MADE ITEMS
Items that have been made to your specifications or clearly personalised — for example with a name, wording, date, colour combination or other custom choices — cannot normally be returned or cancelled simply because you have changed your mind.
Please check all names, spellings, dates, colours and other personalisation details carefully before placing your order.
If you realise you have made a mistake after ordering, please contact us as soon as possible. If we have not yet started making your item, we will do our best to help, although changes cannot be guaranteed.
NON-PERSONALISED ITEMS
For eligible non-personalised items purchased online, you normally have the right to cancel your order within 14 days of receiving it, in accordance with UK consumer law.
After notifying us that you wish to cancel, you should return the item within 14 days. Items should be returned in their original condition and you are responsible for taking reasonable care of them while they are in your possession.
Unless the item is faulty, damaged or incorrect, you will normally be responsible for the cost of returning it.
FAULTY, DAMAGED OR INCORRECT ITEMS
Your statutory rights are not affected by our policy on personalised products.
If your item arrives damaged, is faulty, is not as described or we have made an error with your personalisation, please contact us as soon as possible.
Please provide your order details and, where appropriate, clear photographs of the item and packaging so we can investigate.
Depending on the circumstances and your legal rights, an appropriate solution may include a repair, replacement or refund.
HANDMADE ITEMS
Every BoxOfLoveByA piece is handmade. Small differences in shape, positioning, finish or appearance can occur and are part of the individual nature of handmade products.
Colours may also look slightly different depending on your screen or device. These differences do not necessarily mean an item is faulty.
REFUNDS
Where a refund is due, it will be made to the original payment method. The time taken for the funds to appear in your account may depend on your bank or payment provider.
Where required by law, any applicable standard delivery charge will also be refunded.
HOW TO REQUEST A RETURN OR REPORT A PROBLEM
Please contact BoxOfLoveByA using the contact details provided on our website before returning an item. Include your order details and the reason for contacting us.
Please do not send an item back without contacting us first, as we need to identify the order and provide the appropriate return information.
YOUR STATUTORY RIGHTS
Nothing in this Refund Policy affects your statutory rights under UK consumer law.
BoxOfLoveByA
Handmade. Personalised. Made with love.