Returns, Remakes & Refunds
Personalized pieces are made just for you — so instead of returns, we make you a promise.
What's covered
- Damage in transit or a manufacturing defect.
- Personalization that doesn't match what you entered at checkout.
- The wrong item, color or size.
- A parcel lost in transit.
What isn't covered
- Change of mind, or spelling mistakes entered at checkout (we print exactly what you type — though we'll always try to help).
- Normal wear, or damage from not following the care instructions.
- Small variations in natural materials such as silk, leather and wood.
How to report a problem
- Email hello@inkandpeony.com within 14 days of delivery with your order number.
- Attach a photo of the item (and the packaging if it was damaged in transit).
- We reply within one business day with a remake or a refund — there's no need to send anything back.
Your legal rights
Personalized goods made to your specification are excluded from the 14-day cancellation right in the UK and EU (Consumer Contracts Regulations 2013, reg. 28(1)(b); EU Directive 2011/83/EU, art. 16(c)). This doesn't affect your statutory rights if goods are faulty or not as described.