Refund policy

Returns & Refunds Policy

We hope you love your Plumarius order. However, we understand that sometimes something may not be quite right.

This policy explains how returns, cancellations and refunds are handled.

Standard, Non-Personalised Items

If your garment does not include customer-requested personalisation, you have the right to change your mind and cancel your order.

You must let us know that you wish to cancel within 14 days of receiving your order.

Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.

To request a return, please contact Plumarius Custom Threads using the contact details provided on our website before sending your item back. We will provide you with the appropriate return instructions.

Condition of Returned Items

You are welcome to carefully try your garment on as you would in a shop.

Returned items should be sent back in their original condition and should not have been worn beyond what is reasonably necessary to check the fit and appearance of the garment.

Please take reasonable care of your item while it is in your possession.

Where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, we may be entitled to make an appropriate deduction from the refund in accordance with your statutory rights.

Return Postage

For standard, non-personalised items returned because you have changed your mind, you are responsible for the direct cost of returning the item to us.

We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange the appropriate next steps.

Refunds

Once your return has been received, we will inspect the item and process any refund due.

Where you exercise your statutory right to cancel an eligible online order, your refund will include the price paid for the returned item and the cost of our standard delivery option where required by law.

If you chose a more expensive delivery method than our standard delivery service, we are not required to refund the additional delivery cost.

Refunds will normally be made to the original payment method.

We will process refunds within the timeframes required by UK consumer law.

Personalised Items

Garments containing customer-requested personalisation, such as embroidered names, initials, dates or other details chosen by you, are created specifically for you.

Because these items are clearly personalised to your requirements, they cannot normally be cancelled or returned simply because you have changed your mind, ordered the wrong size or no longer want the item.

Please therefore check your chosen size and all personalisation details carefully before completing your order.

This does not affect your statutory rights.

If a personalised item is faulty, damaged, not as described, or we have made an error with the personalisation compared with the information you submitted with your order, please contact us so that we can put things right.

Errors in Personalisation Details

Personalised embroidery will be produced using the information provided by you when placing your order.

Please carefully check names, initials, dates, spelling and other personalisation details before completing your purchase.

If the personalisation has been completed correctly according to the information you submitted, we cannot normally offer a change-of-mind return because of an error in the details supplied by you.

If we make an error and the embroidery does not match the personalisation information you submitted, please contact us.

Faulty, Damaged or Incorrect Items

If you believe your item is faulty, damaged, not as described, or you have received the wrong item, please contact us as soon as possible with your order details and information about the problem.

Where appropriate, we may ask you to provide photographs so that we can understand the issue.

Your statutory rights in relation to faulty or misdescribed goods are not affected by this policy.

Exchanges

We do not currently offer a separate exchange service.

If you wish to change the size or colour of an eligible non-personalised item, please contact us about returning the original item and place a new order for your preferred item.

Personalised items cannot normally be exchanged because of a change of mind or incorrect size selection.

Cancelling Before Dispatch

If you need to cancel or amend an order, please contact us as soon as possible.

For standard, non-personalised orders, this does not affect your statutory cancellation rights.

For personalised orders, please contact us immediately. Once work on your requested personalisation has begun, we may not be able to accommodate changes or cancellation, subject always to your statutory rights.

Contact Us

To request a return, report a problem with an order or ask a question about this policy, please contact Plumarius Custom Threads using the contact details provided on our website.

Nothing in this policy affects your statutory rights.

Model Cancellation Form

You may use this form if you wish to cancel an eligible order, but you do not have to use it.

To: Plumarius Custom Threads
Email: plumariuscustomthreads@gmail.com
Address: 144 Sannders Crescent Tipton DY47NU

I hereby give notice that I cancel my contract of sale for the following goods:

Goods ordered:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer (only if this form is submitted on paper):

Date: