Errors

If we have made an error where we have sent the wrong product or incorrectly personalised your item; please contact customer service – sales@celebrationsrus.co.uk with images to show the issue.

We will replace or refund your order if the error is our fault at our cost.

If you have made an error when ordering, you will need to re-order to receive a replacement.

Returns of unpersonalised items

Orders may be returned at buyers cost within 30 days of receipt.  You must include your order number.  Please contact customer services via the platform you purchased on or sales@celebrationsrus.co.uk

A refund of original cost less postage will be issued on receipt of your return in re-saleable condition.

Note that goods customised to your specifications or clearly personalised are excluded from the statutory right of cancellation, and from our standard return policy, meaning they cannot be returned even if defective.

Cancellations

Please contact customer services at sales@celebrationsrus.co.uk to request cancellation of your order.  If it is possible to cancel, we will do so and issue a full refund.  However, if the item is shipped or set up for production it will not be possible to cancel.

If you are requesting cancellation for an order placed on a third-party site e.g. ETSY or eBay cancellation should be requested via these platforms and will again only be cancelled where possible.

Please note part of our success is based upon the quick turnaround speed of orders.  Therefore, many orders are processed within minutes of your order being received particularly personalised items which run immediately through automated systems to prepare for production.

Customisation

You can submit your own materials, including photographs, illustrations, graphics and text to create customised products. You may only submit materials for which you own all rights, or for which you have the authorisation of the person who does own those rights.

We are able in some cases to alter standard products for you, this will depend on complexity of request and will be subject to an additional charge.  These custom orders must be agreed in advance.

Proofs

Due to volume of orders and speed of production it is not possible to automatically provide proofs, mock ups or previews of your orders. Should you wish to have a proof of your order before it is made please contact us

Amending delivery address

If you need to amend a delivery address, please contact customer service – sales@celebrationsrus.co.uk we will change the address provided:

1 - your order has not been despatched

2 – new address is same country as original order.

Shipping upgrades

Upgrades for domestic and international orders will have options for delivery upgrades at checkout.  Upgrading shipping after orders are placed may be possible but are not guaranteed.

Shipping times

We offer estimated delivery times based on Royal Mail delivery times. Shipping times may vary due to some items taking longer to process and make, but should you require an up to date estimated delivery date please contact us.

If you order is urgent, contact customer service – sales@celebrationsrus.co.uk, we will if we have capacity process your order as urgent which speeds up production but not delivery.

Order not received

If your order has not been received, in first instance please check your tracking details sent with despatch confirmation.

Items sent standard shipping are supplied with an estimated delivery date, please wait until 14 days after shipping before contacting customer service.  After 14 days we will be able to offer a refund or replacement of your order.