Returns & Refund Policy

Last updated: 21 October 2026

Thank you for shopping with JJ's Custom Creations! As a small UK business specialising in personalised gifts and handmade products, we want you to be happy with your order.

Please read our returns and refunds information before ordering.

Personalised & Custom-Made Products

Many of our products are made especially for you, using your chosen names, photographs, wording or designs.

Under UK consumer law, genuinely personalised or bespoke products are generally exempt from the standard 14-day change-of-mind cancellation right.

This includes qualifying personalised items such as customised clothing, mugs, tumblers, Christmas gifts and photo products.

We cannot normally accept change-of-mind returns on these items once ordered. This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.

Non-Personalised Products

For standard, non-personalised products that are not otherwise exempt, you have the right to cancel your online order within 14 days of receiving it, without giving a reason.

Once you notify us of your cancellation, you have a further 14 days to return the goods.

You can inspect items as you would in a shop. However, we may make a lawful deduction from your refund if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Damaged, Faulty or Incorrect Items

We carefully prepare and package orders, but occasionally something may go wrong.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at Admin@jjs-custom-creations.co.uk.

If possible, include your order number and photographs of the issue so we can investigate quickly.

Where an item is faulty, not as described or incorrectly supplied, we will provide the appropriate remedy under UK consumer law. This may include a repair, replacement or refund.

Your statutory rights apply to both personalised and non-personalised products.

How to Request a Return

Please email Admin@jjs-custom-creations.co.uk with your order number and reason for contacting us.

We will explain the appropriate return process and provide return instructions where necessary.

Please contact us before posting an item back so we can provide the correct return details.

Return Postage

For eligible change-of-mind returns, customers are responsible for return postage costs.

Where goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by law.

Refunds

Where you exercise your statutory cancellation right, we will refund eligible payments, including standard outbound delivery charges where applicable.

Refunds will be processed within 14 days of receiving returned goods or receiving evidence that they have been sent back, whichever is earlier.

Refunds will normally be made to your original payment method.

Your payment provider may take additional time to make the money available.

Order Turnaround Times

Our standard production turnaround is up to 14 working days, excluding weekends and UK bank holidays.

In-stock items are often completed sooner.

Delivery times are additional to production times, and collection orders will be available once you have received confirmation that your order is ready.

This turnaround information does not affect your statutory rights concerning delivery delays or cancellations.

Contact Us

For questions about cancellations, returns, refunds or problems with an order, please contact:

JJ's Custom Creations

Email: Admin@jjs-custom-creations.co.uk

Website: www.jjs-custom-creations.co.uk

Nothing in this policy affects your statutory rights under UK consumer law.