All orders received for personalised gifts are sent a proof via email of how the item will look. At this stage we can change any font or colour as you wish. Therefore, personalised items are not eligible for a refund or replacement, unless the following occurs;
ISL Creations UK have made a mistake, e.g. spelling/font/colour
Product is damaged on arrival – evidence in the form of photographs will be needed as proof. We will also need to see evidence of the package the item arrived in. We ask for the item to be returned to us in the damaged state it arrived in, refund or replacement will be issued once damaged item has been received by us.
Lost parcel – All items are tracked and shipped via Hermes. Please allow 10 days before contacting us about missing parcels. We will then investigate this with the courier company.