Refund policy
We have a 14 days return policy, which means you have 14 days after receiving your item to request a return (excluding personalised or custom items).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at dave@mycustombeanie.co.uk. At this time, we will confirm the address to which the items should be returned.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at dave@mycustombeanie.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Personalised Items
- We will not accept returns on personalised products unless the items are faulty, damaged or an error has been made which is our fault.
- Returned items should be unused and must be returned in the original packaging with any enclosed documentation. Where it is found that we have made an error, and/or the goods were supplied faulty and/or damaged, we will contact you directly to discuss a suitable resolution.
- We will not accept returns where it is clear the item/product has been used, damaged or altered in any way.
- It is your responsibility to read the product listing fully and the manufacturers recommended sizing (including any notes in relation to the fit / cut of the garment). We will not accept returns for items that are deemed too big, too small or poorly fitting (unless the items are clearly faulty and not within a reasonable tolerance).
Refunds on Personalised Items
For personalised orders, production and setup costs begin as soon as your order is placed. These costs include — but are not limited to — purchasing blank stock items (such as beanies, caps, or bucket hats), supplier and delivery charges, preparing and providing digital mock-ups for approval, labour and converting your artwork into a stitch-ready embroidery file.
Because these items are customised specifically to your requirements, many of these costs are non-recoverable. Should you choose to cancel your order at any stage, we reserve the right to deduct any costs already incurred up to that point from any refund issued.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at dave@mycustombeanie.co.uk.