Refund & Returns
CANCELLATION & RETURNS
Once your order is placed you can not amend it nor cancel it. Each product page is completely customisable to minimise the possibility of any mistakes. If you accidentally missed something in your order, you will be responsible for paying shipping twice and we may not be able to join the order together.
We do not accept returns on all of our items as they are all personalised, completely tailored with the information you provided. Therefore this naturally, can not be re-sold.
FAULTY ITEMS
Faults happen! It is extremely rare as we always do quality checks on our blank items before personalisation however, if on the rare occurrence an item is faulty upon arriving with you, please contact us ASAP with the following information:
- What is the fault?
- When did you notice it?
- A photo and/or video clearly showing the fault
Please note- We also know self-damage when we see it therefore faults will be judged on a case by case basis. Common self-fault examples that we will NOT ACCEPT are:
- Deciding you do not like the position of your pop socket, forcefully trying to remove it and breaking it (this is very obvious when this has happened)
- A rip/tear on one of our tickets. We triple check these as we pack, they are then sealed in a plastic packaging and placed in a do not bend envelope, it would not rip.
If we agree your order is of no fault of your own, we will arrange a replacement to be shipped for you within 2 working days depending on stock levels.
REPORTING AN ORDER MISSING
If your order has definitely been dispatched, Royal Mail 2nd class postage can take up to 5 working days and express up to 3. We always ask you give an extra 1-2 working days after this as a gracious period that Royal Mail may have experienced a delay before reaching out.
Before reaching out please try the following:
- Check with your neighbours to see if anyone has taken it in or received it by mistake
- Reach out to your local Royal Mail sorting/delivery office, sometimes there can be an issue with delivering your parcel and they hold on to it.
If you have checked the above and still cannot locate your parcel, please email us at ohsopersonalisedxo@gmail.com with the subject "MISSING PARCEL" so we can filter and prioritise this email. Someone will be in touch within 24hrs to assist.
A kind notice- we are a small business therefore it is impossible for us to replace a large order that has went missing. Our first steps are confirming you have checked the above (especially the delivery office) and we will then contact Royal Mail to declare your parcel missing. For smaller items with a large amount in stock, a replacement may be possible whilst awaiting the outcome of the investigation but this is not guaranteed.