Refund policy

RETURNS & REFUND POLICY

Because all of our products are made to order and personalised especially for you, we are unable to accept returns or exchanges unless your item arrives damaged, faulty or incorrect.

We ask that you take care when placing your order - please double check all personalisation details including spelling, capitalisation and any dates, before completing your purchase, as we make each item exactly as requested.

Damaged or faulty items

If your order arrives damaged, faulty or not as described, please contact us within 14 days of receiving your item at support@longlakecreations.com. Please include your order number and a photo of the issue so we can resolve it as quickly as possible. We will either replace the item or issue a full refund, depending on the circumstances.

Incorrect personalisation

If you have provided incorrect personalisation details at checkout, we are unable to offer a refund or replacement. Please check all details carefully before placing your order. If you notice a mistake immediately after ordering, contact us as soon as possible at support@longlakecreations.com and we will do our best to amend it before production begins.

Order cancellations

As all items are made to order, we are unable to cancel orders once production has begun. If you need to cancel, please contact us immediately at support@longlakecreations.com and we will let you know whether this is still possible.

Refunds

If a refund is approved, it will be processed back to your original payment method. Please allow up to 10 working days for this to appear, depending on your bank or card provider.

Contact us

For any questions about your order, please get in touch at support@longlakecreations.com - we're always happy to help.