Refund and returns policy

Customised & Personalised Items

All of our products are made to order and personalised to your details. For this reason, we are unable to accept returns, exchanges, or refunds on customised or personalised items unless they arrive damaged, faulty, or incorrect.

We cannot accept returns for:

  • Change of mind

  • Incorrect personalisation details supplied by the customer

  • Ordering the wrong item or size

Please check your order carefully before submitting.

Incorrect, Damaged, or Faulty Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at contact@doodledaisy.co.uk with the following:

  • Your order number

  • A clear description of the issue

  • Supporting photos of the item and packaging (if applicable)

Once reviewed, we will offer a replacement or refund. If approved, refunds are issued to your original payment method within 3 business days. Please allow additional time for your bank or card provider to process the funds.

Lost Orders

If your item has not arrived within:

  • 15 business days (UK) from dispatch, or

  • 25 business days (international, including USA) from dispatch,

please contact us and we will investigate with the postal service. Once the parcel is confirmed as lost, we will offer a replacement or refund.

Delivery Delays

We always dispatch promptly, but delivery delays may occur due to circumstances beyond our control, including:

  • Postal strikes

  • Seasonal backlogs

  • Severe weather

  • Customs processing (for international orders)

Unfortunately, we are unable to issue refunds for delays caused by these factors.

Cancellations

Orders for personalised items cannot be cancelled or amended once production has started. However, we do accept cancellations if you contact us within 1 hour of placing your order.

Returns (Faulty Items Only)

Please do not return any items without contacting us first. If a return is authorised, we will provide the correct return address and instructions. Returns sent without authorisation cannot be processed.