Refund policy
We hope you love your Purple Zebra order. Every personalised gift is made with care, and we want you to be completely happy with what you receive.
If something isn't right, please get in touch and we'll do our best to help.
Personalised & Made-to-Order Items
Many of our products are personalised especially for you. This might include adding a name, message, date, wording or other custom detail.
Because these products are made specifically to your requirements, personalised and custom-made items cannot normally be returned or refunded simply because you've changed your mind.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Please Check Your Personalisation
Please check all names, spellings, dates and messages carefully before placing your order.
We will create your item using the information you provide, including spelling and capitalisation where relevant.
If you notice a mistake after placing your order, please contact us as soon as possible at anne@thepurplezebra.co.uk.
If we haven't started making your personalised item, we'll do our best to make the change. Unfortunately, once personalisation has begun, we may not be able to amend or cancel the order.
Non-Personalised Items
For eligible non-personalised products purchased online, you normally have 14 days from receiving your order to tell us that you wish to cancel, followed by a further 14 days to return the goods.
Please contact us before returning an item so we can provide the appropriate return details.
Returned items should be kept in suitable condition and packaged securely.
Unless an item is faulty or we have made an error, you will normally be responsible for the cost of returning it.
Damaged, Faulty or Incorrect Items
We carefully check and package every Purple Zebra order before it leaves us, but occasionally something can go wrong.
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at anne@thepurplezebra.co.uk.
Please include:
- Your name and order number
- A brief description of the problem
- Clear photographs showing the item and any damage or issue
We'll review the problem and arrange an appropriate solution, which may include a replacement or refund depending on the circumstances and your statutory rights.
If We've Made a Personalisation Mistake
If we've made an error with your personalisation, for example, we've printed a different name from the one you supplied, please contact us and we'll put it right.
If the item has been personalised exactly according to the information supplied with your order, we cannot normally offer a refund or replacement for a customer spelling or personalisation error.
Gift Boxes & Consumable Products
Some of our gift boxes may contain food, confectionery, cosmetics or other products for which returns may be restricted once opened, particularly where hygiene or perishability considerations apply.
If there is a problem with an item within your gift box, please contact us rather than returning the whole box without speaking to us first.
Refunds
Where a refund is due, it will be made to your original payment method.
For eligible cancelled non-personalised online purchases, refunds will be made within 14 days of receiving the returned goods.
Your bank or payment provider may then take additional time to show the refund in your account.
Returning an Item
Please contact us before sending anything back.
Email: anne@thepurpleaebra.co.uk
Please include your order number and the reason for your return so we can advise you on the next steps.
Do not send returns to us without contacting us first.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to limit or exclude your statutory consumer rights.
For more information about your rights when returning goods, you can visit GOV.UK's guidance on returns and refunds.
The Purple Zebra