Refund policy

Personalised items
Because your order is made especially for you, personalised items can't be returned or refunded if you simply change your mind. Please double-check names, dates and spellings before ordering. If you spot a mistake, email us straight away and we'll do our best to fix it before we start making.

If something's wrong
If your item arrives damaged, faulty, or not as you ordered (for example, we’ve made a spelling mistake), please contact us as soon as possible, ideally within 14 days of receiving it, with a photo if possible.

Non-personalised items
If you’ve bought an item that isn’t personalised, you can cancel within 14 days of receiving it. Just let us know, then send it back unused and in its original condition within a further 14 days. Return postage is paid by you. We’ll refund you within 14 days of receiving it back, including the cost of standard delivery. (If you chose Express delivery, we’ll refund the standard delivery amount.)

Gift wrapping and gift boxes
If you cancel before your order is dispatched, we’ll refund any gift wrapping or gift box charges. Once your order has been wrapped and sent, these can’t be refunded unless the item itself is faulty or wrong.

How to contact us
Email jacksprattbaby@live.co.uk or call 07983 570063 (9am–5pm), and we'll talk you through the next steps.