Refund policy
At Brande Lane, our products are made especially for you and many are personalised to your individual requirements. Because of this, we do not accept returns simply because you have changed your mind or no longer want the item.
This does not affect your statutory rights. If your item is faulty, damaged, not as described, or there is an error on our part, please contact us and we will work with you to resolve the issue.
Personalised & Bespoke Items
As our personalised and bespoke products are made to your specifications, they are not eligible for return simply because you have changed your mind.
Please carefully check all personalisation details before placing your order, including names, spelling, dates, wording, colours and any other information provided.
If you enter incorrect personalisation details, we may not be able to offer a refund or replacement where the item has been made correctly according to the information you provided.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives and contact us as soon as possible if your item:
- arrives damaged
- is faulty
- is not as described
- has been made incorrectly
- is the wrong item
Please contact us at sales@brandelane.co.uk and include photographs of the item and, where possible, the packaging it arrived in.
We will assess the issue and, where appropriate, arrange a suitable resolution in accordance with your statutory rights.
Incorrect Personalisation
We ask all customers to carefully check their personalisation before submitting their order.
If you realise you have made a mistake after placing your order, please contact us immediately. If production has not yet started, we may be able to make a change.
Once production has started, we may be unable to make amendments.
If an item has been made correctly using the information supplied by the customer, we cannot accept responsibility for spelling mistakes, incorrect names, dates or other personalisation details entered by the customer.
Cancellations
If you need to cancel your order, please contact us as soon as possible at sales@brandelane.co.uk.
As our products are made to order, we may begin production shortly after your order is placed. If production has not yet started, we will do our best to accommodate your cancellation.
Once production of a personalised item has started, we may be unable to cancel the order.
Exchanges
As our products are personalised and made to order, we do not offer exchanges simply because you have changed your mind or would like a different design.
If there is a problem with your item, please contact us at sales@brandelane.co.uk so that we can assess the issue and determine the appropriate resolution.
Refunds
Where a refund is agreed, it will be made using the original payment method where possible.
The timing of the refund may vary depending on your payment provider or bank.
Where an item is faulty, damaged or not as described, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us at: