Returns & Refunds

Errors

If we have made an error by sending the wrong product or incorrectly personalising your item, please contact customer service at info@denmary.co.uk with images showing the issue. We will replace or refund your order if the error is our fault at our cost.

If you made an error when ordering, you will need to place a new order to receive a replacement.

Returns

You can return orders at your own cost within 30 days of receiving them. Be sure to include your order number. Please contact customer services via the platform you purchased on or at info@denmary.co.uk.

A refund of the original cost minus postage will be issued once we receive your return in resalable condition.

Note that items customised to your specifications or clearly personalised are excluded from the statutory right of cancellation and from our standard return policy, meaning they cannot be returned even if defective.

Cancellations

To cancel your order, please contact customer services at info@denmary.co.uk. If possible, we will cancel and fully refund your order. However, if the item is already shipped or set up for production, cancellation will not be possible.

If you are requesting cancellation for an order placed on a third-party site (e.g., Amazon, ETSY, eBay, The Range), please request cancellation through those platforms. Cancellations will only be processed where possible.

Our success is based on the quick turnaround speed of orders. Many orders are processed within minutes of being received, especially personalised items, which go through automated systems immediately for production.

Amending Delivery Address

If you need to change a delivery address, please contact customer service at info@denmary.co.uk. We will change the address provided if your order has not been dispatched and the new address is in the same country as the original order.

Order Not Received

If your order has not been received, please first check your tracking details sent with dispatch confirmation.

If you have purchased a shipping upgrade, contact customer service at info@denmary.co.uk and we will issue a refund of the upgrade cost immediately if your item is delayed.

Items sent with standard shipping are provided with an estimated delivery date. Please wait until 14 days after shipping before contacting customer service. After 14 days, we can offer a refund or replacement of your order.

If delivery tracking shows your item as delivered, we cannot offer a refund or replacement unless you can provide evidence of non-delivery. In this case, please contact customer service at info@denmary.co.uk.

Returns Due to Incorrect Address

If your order is returned to us for any of the following reasons, we will not issue a refund, and you will need to repay postage to have your item sent back to you:

• Incorrect address
• Address partially missing
• Recipient did not claim
• Recipient refused parcel
• Recipient no longer at the address

If your order is a non-personalised item which we can resell and it was sent back to us by the courier for any of the above reasons, we may accept to refund you the product cost only minus postage fees. This is at our discretion.