Shipping policy

Shipping & Returns Policy

Welcome to our studio! Because our pieces are individually handcrafted and personalized to your exact specifications, we operate under a dedicated set of shipping and return terms. Please review them carefully before placing your order.

⚠️ Handmade & Personalised Goods Disclaimer

  • Exclusion from Standard Returns: In accordance with distance selling regulations for bespoke goods, all personalized, altered, or made-to-order items cannot be returned, refunded, or exchanged unless they arrive with a genuine manufacturing defect or structural fault.

  • Handmade Variations: Every piece is uniquely made by hand. Minor variations in texture, alignment, colour shading, or finish are natural characteristics of bespoke craftsmanship and are not considered faults.

  • Customer Accuracy: We create your items using the exact text, spelling, and casing you provide at checkout. We cannot be held responsible for customer typos, so please double-check your personalization details carefully before purchasing.

Shipping Policy

1. Processing & Despatch Times

Because our products are crafted specifically for you, we operate on a made-to-order basis.

  • Please allow up to 7 business days for your items to be despatched.

  • Note: During exceptionally busy seasonal periods, production times may be extended. We appreciate your patience as we handcraft your order.

2. Domestic Shipping (UK)

All UK orders are shipped via reliable, trackable services. Shipping fees are calculated and displayed at checkout.

  • Standard Delivery: Sent via Royal Mail Tracked 48.

3. International Shipping (Worldwide)

We are pleased to offer worldwide shipping, subject to the following conditions:

  • Rates: International postal costs vary by destination. Please message us directly for an accurate shipping quote before placing your order.

  • Customs, Duties & VAT: All international orders (including those to Europe and Ireland) may be subject to local import duties, custom fees, or VAT. All customs charges are the sole responsibility of the customer. We have no control over these government-imposed charges.

  • Refused Deliveries: If a customer chooses not to pay the required customs fees and the package is returned to us, a refund will be issued for the cost of the items only, minus all shipping fees incurred.

Returns & Exchanges Policy

1. Return Window & Eligibility (Standard Items Only)

For standard, non-customized items, we offer a 14-day return window from the date you receive your delivery for a full refund.

  • Late Returns: Any returns received after the 14-day window will be issued as a credit note at our discretion.

  • Condition: Items must be returned unused, unaltered, and in their original packaging.

2. Extended Christmas Return Policy

To give you peace of mind during the holiday season, we offer an extended return window:

  • Orders placed between 25th November and 24th December can be returned or exchanged until 10th January.

  • Please note: This extended holiday policy strictly excludes custom and personalized orders.

3. Non-Returnable & Final Sale Items

The following items are strictly final sale and cannot be returned or exchanged:

  • Any custom, monogrammed, or personalized orders (unless faulty).

  • Items purchased in a Sample Sale.

  • Items purchased in a Standard Sale / Clearance.

4. Faulty Items Policy

We take great pride in our quality control, but if an item arrives damaged or faulty, please contact us immediately with a photo of the issue.

  • Under 3 Months: Faulty items reported within 3 months of receipt are eligible for a repair, replacement, or refund.

  • Over 3 Months: Any faulty items that have been in the customer's possession for over 3 months will be replaced only, and are no longer eligible for a cash refund.

5. Return Shipping Costs

  • Customer Responsibility: For all standard returns or exchanges (including size changes) across the UK, Ireland, Europe, and Worldwide, the customer is responsible for covering all return postage costs.

  • Exchange Delivery Fees: The customer must cover the additional shipping costs to have a replacement item or new size sent back out to them.

  • Faulty Items: Return shipping and replacement shipping costs will only be covered by us if the item is verified as faulty or an error was made on our part.

Need Help?

If you have any questions regarding your order, shipping quotes, or a potential return, please get in touch via our  or email us at themonogrammuse@gmail.com.