Returns and Refunds

As a valued customer, we want you to be happy with your purchase.

If you are not completely satisfied with your purchase, simply return the item or items to us within 7 working days of receipt. If goods are returned within 7 working days of receipt, we will issue a refund or exchange.

Please note: All returns must be sent directly to our warehouse in Essex. Returns must not be taken or sent to the Welcome Desk.

Before returning your item, please complete our Returns Form. Once your return has been submitted and approved, we will provide you with the correct Essex warehouse return address and instructions for sending your item back to us.

The item remains your responsibility until it reaches our warehouse. For your own protection, we recommend using a tracked delivery service and obtaining proof of postage. We cannot be held responsible for items that are damaged or lost in transit.

Your rights to return goods to us will not apply in the following circumstances:

  • Any products we have made, personalised or customised specifically for you, i.e. with your name, message or photo.
  • Where, in our opinion, you have not taken reasonable care of the goods while in your possession or the goods have not been returned with their original packaging.
  • If you have made a spelling mistake on your order and it has already been sent for production.
  • If you have disposed of the item you have an issue with.
  • A perishable item that has been consumed or disposed of.

To arrange a return, please complete the Returns Form before sending any items back to us. This allows us to provide you with the correct warehouse address and ensures your return can be identified and processed promptly.

Alternatively, if you need assistance, please contact our Customer Service team on 01245 382600.

Once your return has been received and processed, we will issue a refund or exchange the item for a different size or colour, where applicable.

You can also fill out our returns form 


Faulty Items
If goods are faulty or damaged upon delivery we will exchange the product or issue a refund of the full price (including any delivery charges). However we must be notified in writing within 7 working days following your acceptance of this delivery. We will arrange for the goods to be collected by our nominated delivery carrier at our own expense, and meet the cost of any subsequent delivery or replacement items. Alternatively, we will refund the cost for you to refund the goods to us providing you have notified us that they are being returned as above. 
Refunds will be paid via the identical method of payment used to originally purchase these goods within 30 days of receipt of the returned goods. 

This returns policy applies to customers in England, Wales and Scotland. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Customer Protection (Distance Selling) Regulations 2000)

We reserve the right to cancel your order at any time and issue a refund.

Should you have any queries regarding your goods, please call our Customer Services Team on 01245 382600. Lines are open 8.30am-5.30pm weekdays. Please note that we do not export goods and all transactions of made in sterling.

 

Made to Order Return Policy

Products which are made to order, means we create each item specifically for you when you place an order.
Because of the nature of print-on-demand products, we do not accept returns or exchanges unless there is an issue with the product, such as:

The item arrives damaged.
The item is defective or misprinted.
The item does not match your order (e.g., wrong size, design, or colour).

If you experience any of these issues, please contact us within 7 days of receiving your order with the following:

Your order number.
A description of the issue.
Clear photos of the item showing the problem.

How to Contact Us
You can reach our support team at ecommerce@allwag.co.uk
. We’ll work to resolve your issue as quickly as possible!

Important Notes
Please double-check your order details (such as size, design, and shipping information) before placing your order to avoid any errors.
Due to the custom nature of our products, we are unable to issue refunds or exchanges for customer errors or change of mind.