Returns and cancellation policy

Returns Policy

At Hattie & Bella we pride ourselves on delivering perfect products every time.  We hope you agree and that you are delighted with your keepsake and our customer service. If you are unhappy with your keepsake or you think that it is damaged or faulty then please contact us on 07570 561555 / 01347 838475 or contact@hattieandbella.co.uk as we will endeavour to resolve things.

Under the Distance Selling Regulations, you have a “cooling off period” of seven days from the day on which you receive the products. In this time, you can decide that you do not wish to keep the products.  If you decide not to keep them, you must let us know by emailing contact@hattieandbella.co.uk before the seven day period ends and then return the products to us in the same condition as they were received by you.  You may be charged a re-stocking fee.  Please note that this does not apply to personalised items.

THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS 2000

Due to the bespoke nature of our personalised products, we are unable to accept cancellation of orders once any work has commenced.  We cannot accept returns on personalised products except under the following circumstances:

  • If a name or message doesn’t appear as stated on the order form.
  • The product is faulty.
  • The product delivered does not match that ordered.

We ask you to check your purchase carefully once it is received and should you find there is a problem to contact us within 48 hours of receiving the goods and we will do our utmost to resolve any issues as quickly as possible.

If an item has been personalised incorrectly as the details provided when ordering were incorrect, we are unable to offer a refund.  Therefore, please check all details very carefully before placing an order.

Cancellation Policy 

If you wish to cancel your order before you receive our confirmation email, please email contact@hattieandbella.co.uk  with cancellation and an order number (if you have received one) as the subject of your email.  If we receive this email in time we will not send any kits to you and will not charge you for the products that you ordered.  If your kit has already been dispatched, we will make a small charge of £5 to cover the costs of the impression kit and the remaining balance of the product will be refunded.  However, once you have received confirmation from us that we have received your prints at the studio, we are unable to offer a refund.