Refund policy

Returns & Refunds Policy

At Ambria Designs, we take great care in creating and preparing every order. We want you to be completely happy with your purchase.

If you experience any problems, please contact us at ambriadesigns@outlook.com and we'll be happy to help.

Personalised & Custom-Made Items

Products made to your individual specifications or personalised specifically for you are not eligible for cancellation or return simply because you have changed your mind.

This does not affect your statutory rights if an item is faulty, damaged, not as described or we have made a mistake with your order.

Non-Personalised Items

For standard, non-personalised products, you have the right to cancel your order within 14 days of receiving it.

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

Customers are responsible for return postage costs for change-of-mind returns, unless otherwise agreed.

Returned items should be appropriately packaged and protected. We may make a reasonable deduction if an item has been handled beyond what is necessary to inspect it.

Eligible refunds will include the original standard delivery charge, where applicable. Additional charges for upgraded delivery services are non-refundable.

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

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Where appropriate, we may request photographs of the product and packaging to help us resolve the issue quickly.

Depending on the circumstances and your statutory rights, we will arrange a replacement, repair or refund as appropriate.

Where an item is faulty or incorrect, we will cover reasonable return postage costs where a return is necessary.

Delivery Delays & Lost Parcels

Delivery dates are estimates unless expressly agreed otherwise. Occasionally, delays may occur due to postal disruptions, customs processing or seasonal demand.

A delay does not automatically mean a parcel has been lost. Where appropriate, we may need to investigate the delivery status with the carrier.

If your parcel is confirmed lost or is not delivered within the timeframe required by law, we will provide a suitable resolution, including a replacement or refund where appropriate.

Your statutory rights regarding late or undelivered goods are unaffected.