Refunds & Returns

• Framed or Mounted Prints - No Returns
  All framed prints, whether personalised or not, are made to order and assembled by hand. Due to their custom nature and the fragility of materials (e.g. acrylic glazing), we do not accept returns or exchanges unless the item is damaged or faulty. This policy complies with the UK Consumer Contracts Regulations regarding made-to-order goods.

 

• Unframed Prints
  Personalised unframed prints are made to order and cannot be returned or exchanged unless faulty or damaged. Non-personalised unframed prints may be eligible for returns if they arrive damaged or incorrect - please contact us within 14 days.

 

• Digital Downloads & Templates - No Returns
  Digital products are non-refundable once downloaded or accessed, in accordance with UK consumer law. By purchasing a digital item, you waive your 14-day cancellation right under the Consumer Contracts Regulations.

Please note:

• • Colours may vary slightly due to differences in screen settings, print methods, and paper types.
  • We are not responsible for third-party printing errors or colour shifts when using home printers.

If you experience a technical issue accessing your download, please contact us and we will assist.

 

• Lost Parcels & Courier Claims
  If your parcel is lost or undelivered, contact us within 7 days of receiving it at info@tillys-tot-stop.com. Our courier (e.g. DPD) may require a Denial of Receipt (DOR) form to be completed and posted.
  Refunds or replacements can only be processed after the form is returned and approved. A clear photo or scan must also be sent to us for our records.

 

• Order Issues & Damaged Items
  If your item arrives damaged, defective, or incorrect, contact us within 7 days of receiving it at info@tillys-tot-stop.com with:
  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We’ll arrange a refund or replacement where appropriate.