1. Refund policy

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The short version

Everything we sell is personalised and made to order, which means it cannot be resold to anyone else. For that reason we are not able to accept returns or exchanges on personalised items once we have started making them. Your legal rights if something arrives faulty, damaged or not as described are unaffected, and are set out below.

Your right to cancel, and where it does not apply

Under EU and Norwegian consumer law you normally have 14 days to withdraw from an online purchase without giving a reason. That right does not apply to goods that are made to your specifications or clearly personalised.

Every piece we make carries names you have chosen, photographs you have supplied, or both. These are personalised goods, so the 14-day right of withdrawal does not apply to them once production has begun. By placing an order you acknowledge this.

If we ever sell an item that is not personalised, the ordinary 14-day right of withdrawal applies to it in full.

Cancelling before we start

We do not begin production immediately. If you change your mind, email us as soon as possible and we will cancel and refund in full provided we have not yet started making your piece. In practice this usually means within 24 hours of ordering.

If you spot a spelling mistake or want to swap a photograph, tell us straight away. We would much rather fix it before cutting than after.

If something is faulty, damaged or wrong

This is where your rights are strongest, and nothing above limits them.

If your order arrives damaged, develops a fault, or does not match what you ordered, contact us within a reasonable time of noticing and we will repair it, replace it or refund it. Photographs of the problem help us sort it out faster.

Consumers in the EU have a minimum two-year legal guarantee of conformity. In Norway the complaint period is five years for goods intended to last significantly longer than two years. Consumers in the UK have rights under the Consumer Rights Act 2015. These statutory rights apply regardless of anything written here.

If the fault is ours, we cover return postage.

Photographs that will not print well

We work with the images you send us. If a photograph is too dark, too small or too blurred to print acceptably, we will contact you before production and ask for another. We will not print something we would not be happy to receive ourselves.

A photograph that prints exactly as supplied is not a fault. Please check the guidance on each product page before uploading.

Refunds

Approved refunds go back to the original payment method. Banks usually take five to ten working days to show the money, which is outside our control.

How to reach us

Email aureliakeeps@gmail.com and include your order number. We aim to reply within one working day.

This policy does not affect your statutory rights as a consumer.