For product(s) returned to us within 14 days of the request of return with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by Once upon a heroes within 14 working days of receipt of the returned product(s). A refund will be made in the same form of payment used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. personalisation information and gift wrapped) as detailed on your original order.
If you want to return an item, simply email firstname.lastname@example.org or via the contact form on our website, indicating order number, which item(s) and the number of items to be returned, followed by your reason for returning them and whether you are seeking a replacement, alternative product or a refund. Please also provide a daytime telephone number to allow us to engage directly regarding any further queries we may have on your correspondence. If the item is returnable under our Returns Policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code (RAC). You must have a RAC before return anything to us or we will not be able to process the Return.
Returns of personalised products: Unless there has been an error on our part, or the item you purchased is defective, you have no right to cancel as we cannot accept returns on ‘personalised’ or ‘besoke’ items, whether by name(s),dates or places, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input and personalisation details (names, places, dates, etc).
Returns of non-personalised products: Unless there has been an error on our part, or the item you purchased is defective, we can only accept Returns on ‘Non-Personalised’ items, if you contact us in 14 days from the received date.
Lost in Transit if Product Returned: We cannot be held responsible for packages lost in transit: as you are responsible for returning the items to us, we recommend sending the packages by Recorded/Special delivery.