Returns & Refunds

Personalised goods cannot be returned or refunded unless they are faulty. Please email within 30 days of your order being delivered, with a description of the fault, clear photographs of the product, and your order reference number if available.

Generally, if the item is faulty we will replace it immediately for you. On most occasions we will ask you to dispose of the original item, rather than returning it – saving the environmental impact of sending it back to us to destroy. However, if it’s better to return it, we will send a tracked returns label to enable you to send back to us quickly and easily.

If you do not wish to receive a replacement, we will process a refund for you immediately. We advise customers to expect the funds in their account within 3 working days, however it is usually much quicker.


Where appropriate products are sent with care instructions. These are important so please do refer to them before cleaning your items.


All personalised orders are considered final at the point when you place the order. With that in mind, please take care when entering any names, personalised information and gift messages into our website as we are unable to offer replacements for personalised items unless they are faulty.

Please refer to our Frequently Asked Questions page for more information regarding your order.

Contact us on studio@thisisnessie.comif you need further clarification.