Returns and refunds
What to do if your order isn't right.
30-day returns
You have 30 days from receiving your order to ask for a return.
To be eligible, the item must be in the same condition you received it: unused, with any tags still on, in its original packaging. We'll ask for proof of purchase or your order number.
To start a return, email info@duffyscreations.co.uk. We'll confirm the next steps and the address to send it to.
Items sent back to us without first being agreed by email won't be accepted.
Damaged or faulty items
If your order arrives damaged or there's a fault with it, contact us as soon as you can. We'll need photos of the damage so we can get it replaced or refunded.
What can't be returned
The following items can't be returned for change of mind:
- Custom or personalised products (which is most of what we make)
- Sale items
- Gift cards
- Perishable goods, personal care items, hazardous materials, flammable liquids or gases
If a personalised item is damaged or faulty, the rules above still apply, get in touch with photos.
Exchanges
The fastest way to swap to a different item is to return the original (once we've agreed it) and place a separate order for what you'd like instead.
Refund timing
Once we've received and inspected your return, we'll let you know whether the refund has been approved.
Approved refunds go back to the original payment method within 10 business days. If 15 business days have gone by since approval and you still haven't seen it, email duffysdigitalart@gmail.com and we'll chase it up.
EU customers: under EU consumer rules, you have a 14-day cancellation window from receipt for any reason (subject to the non-returnable items above).