Refund & Returns Policy

If there is a fault or error with your order, contact us as soon as possible so we can put it right. Personalised or made-to-order items normally cannot be returned simply because you change your mind, unless they are faulty or not as described.

Faulty or incorrect items

If an item arrives faulty, damaged or does not match what you ordered, contact us promptly at sales@frankiesprintz.co.uk with your order number and photographs where relevant.

Personalised goods

Products made to your specification or clearly personalised may have different cancellation rights from standard goods. This does not affect your rights where goods are faulty, not as described or otherwise fail to meet applicable consumer law.

Before production

If you need to change an order, contact us immediately. Once personalised production has begun, changes or cancellation may no longer be possible.