Refund policy

RETURNS AND EXCHANGES 

What do I do if there is something wrong with my order? Please email kirsty@haikney.com with your order number and queries as soon as you think there is something wrong and we will aim to get back to you within 24 hours if not sooner. If you have placed your order on etsy.com, then please contact us via Etsy.

We do not offer returns on sale items unless it is damaged. 

How do I return or exchange an item? Items that have been personalised, i.e. items that you have requested a certain colour/wording cannot be refunded or exchanged as they have been made to your specific requirements. All other standard design orders can be refunded within 30 days from purchase. 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. To complete your return, we require reference to a valid order number. Please email kirsty@haikney.com to arrange a return. Please note we do not cover postage costs for returns (including any postage paid from the original order) and recommend you return your item using a tracked service.

How long does it take to receive my refund? You will receive the funds approximately 5–10 business days after the refund is submitted. Refunds might appear in the form of a reversal. In the case of a reversal, the original payment will be removed from your bank statement, and a separate credit is not issued. You may also see the charge as “pending” for a few days until the authorization period expires.