Returns and refunds
What if I want to return an item?
We regret that we cannot accept returns of certain products, such as products stated on the website to be non-returnable, including personalised products.
You may return non-personalised products to us, in a resalable condition, up to 30 days of receiving the order. We will not refund the original delivery costs, and you will be responsible for the return delivery costs.
You may return to us any product that is damaged, defective or where we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us. Get in touch with our customer services team in all instances as your first port of call.
Can I return my personalised item for a refund?
Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team.
My order arrived and the spelling is wrong!
Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.
If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team, so we can check your order to see what was entered originally during the order process.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Books and artwork with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@percytheparkkeeper.co.uk.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@percytheparkkeeper.co.uk and send your item to: Star Editions, Stanley House Masterlord Village, West Rd, Ipswich, IP3 9SX, U.K.
Shipping
To return your product, you should mail your product to: Star Editions, Stanley House Masterlord Village, West Rd, Ipswich, IP3 9SX, U.K.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund because you do not want the item the cost of return shipping will be deducted from your refund. If you receive a refund because the item was delivered to you damaged, we will send a new item to you free of charge.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.