CUTEE CUSTOMS Returns Policy

We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because CUTEE CUSTOMS are custom made there is some potential for human error. Usually, we will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:

If a product is faulty in any way, you can return it within 14 days. Contact our customer services team at hello@cuteestore.co.uk.

We will then talk you through the returns procedure which can often be eased by providing a digital image of the fault along with a clear description of the problem.

• In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email.

• If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection.

• In that instance, a determination can then be made as to the state of the product.

• Please do not send your products back to us without contacting a member of our team first.

Please note we work in accordance with these provisions:

• Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been personalised or customised specifically for you.
  
• Faulty Goods: To return faulty goods you need to first contact a member of our customer service team. Please send written notice and return the product via our usual returns process as outlined above.

If we are at fault you will not be charged the returns fee.

It is only when we receive the item in its original state, that we will redo or recommend a remedy for a faulty item.

Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.

Before you receive your items.

Things don’t always go to plan, and we know that. That’s why we wait 60 minutes after you place your order before we start the process of making it. Within these 60 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our customer service team who will be more than happy to help. Within these 60 minutes, if you contact us to cancel the order, we will be able to issue a full refund.

When you place an order with CUTEE CUSTOMS, it’s not just a product that you are purchasing, but a service as well. We handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.

After you receive your items.

We want you to be happy with your order, and if for any reason you’re not then please do let us know. As all products are personalised to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.

• Check Text.

If there is text in your design then check the spelling of everything before you submit. We cannot be held responsible for any spelling errors that are featured in your design.
 

• Check Sizes.

We have a size guide here so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
 

• Preview Your Design.

You will be able to preview your design before we make it, allowing you to see what your finished item(s) will look like. Use this feature, double check everything is as desired and in the right size/shape/position. Again, if you are unsure of anything, please get in touch with our customer service team. Please note that this will be a digital mock-up and colours may vary slightly.

Because of the personalised nature of the products that you order with CUTEE CUSTOMS, we look at each and every order on a case by case basis. We will always do everything within our power to find a solution to remedy the situation, as your satisfaction is so important to us.

If you wish to raise any concern within 14 days of receiving your order, please contact us and provide your order number and a short summary along with pictures. Our dedicated team will get back to you on average within 12 working hours. As per UK law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.