Returns & Refunds

At Wilbys Creations, every order is created with great care and attention to detail. We want you to be delighted with your purchase, and if there is ever a problem, we'll do our best to put it right.

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Personalised Products

As our personalised cards and keepsakes are made specifically for you, they cannot usually be returned or refunded unless:

• Your item arrives damaged.
• Your order is faulty.
• We have made an error with your personalisation.

Please check all spelling, names, dates and personalised details carefully before placing your order.

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Non-Personalised Products

If you purchase a non-personalised item and change your mind, you may return it within 14 days of receiving your order.

Items must be:

• Unused
• In their original condition
• Returned in suitable packaging

Return postage costs are the responsibility of the customer unless the item is faulty or we have made an error.

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Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the item and packaging where possible

We'll arrange a replacement or refund as quickly as possible.

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Refunds

Once an eligible return has been received and inspected, any approved refund will be processed using your original payment method.

Please allow several working days for your payment provider to process the refund.

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How to Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: wilbyscreations@gmail.com

or use the Contact page on our website.

We'll always do our best to resolve any concerns quickly and fairly.