Refund Policy — Festive Eve (UK) Ltd

Last updated: 26 February 2026

 

Because our products are custom-made and personalised, we generally do not accept returns once an order has been produced and dispatched.

 

Please read this policy carefully before placing an order.

 

1. Custom Products — No Change of Mind Returns

 

All invitations, cards, and personalised items are made to order based on customer specifications.

 

For this reason:

- We do not accept returns for change of mind

- We do not accept returns for incorrect customer-provided details

- We do not accept returns simply because the product is no longer required

 

By placing an order, you acknowledge that your item is custom-produced for you.

 

2. If We Make an Error (Our Responsibility)

 

If you receive an item that is:

- defective,

- damaged in transit, or

- materially different from what you approved,

 

please contact us within 7 days of delivery at:

 

rn@festiveeve.uk

 

You must provide clear visual evidence, such as:

- photographs, and/or

- video showing the issue.

 

3. Our Resolution Process

 

After reviewing the evidence, we will, at our discretion:

- offer a replacement, or

- issue a full or partial refund.

 

If the issue is confirmed to be our fault, you will not be required to return the item. In most cases, you may be asked to discard the product.

 

4. Disputes

 

If we are unable to reach agreement, the matter may be escalated through the original payment provider (such as PayPal or Shopify Payments), whose decision will be followed in accordance with their buyer protection procedures.

 

5. Order Accuracy

 

Customers are responsible for ensuring that:

- spelling

- dates

- names

- addresses

- custom instructions

 

are correct at the time of approval.

 

We are not responsible for errors approved by the customer prior to production.

 

6. Non-Returnable Items

 

Due to their personalised nature, the following are non-returnable except where faulty:

- custom invitations

- personalised cards

- bespoke printed products

- made-to-order stationery

 

7. Refund Processing

 

Where a refund is approved, it will be issued to the original payment method within 10 business days.

 

Processing times by banks or card providers may vary.