Refund policy

Returns and Refunds

At Personalised by Emma, we want you to be completely happy with your purchase.

As each item is personalised and made to order (including custom names, dates, or messages), we do not accept returns or exchanges unless the item is faulty, damaged, or incorrect. This is in line with UK consumer regulations regarding personalised goods.

If your item arrives damaged, faulty, or not as described (for example, incorrect personalisation), please contact us within 14 days of delivery and we will resolve the issue promptly. This may include a replacement or a full refund.

Please email us at admin@personalisedbyemma.co.uk with your order number and clear photos of the issue so we can assist you as quickly as possible.