Returns Policy

Last updated: 8 September 2026

This page explains your options if you want to return or cancel an order, and what happens if something arrives faulty or damaged. It sits alongside our Terms & Conditions, which covers the same rights in full - this page is the quick, practical version.

Standard shop items

If you bought one of the fixed designs from our price list (not a custom commission), you have the standard 14-day right to change your mind under the Consumer Contracts Regulations 2013, starting from the day you receive your item.

Email us at arjocreations@hotmail.com within that 14 days to let us know you'd like to return it, including your order reference.
We'll reply with a return address - we don't publish it here, just email first and we'll sort it out with you.
Send the item back to us within 14 days of telling us, unused and in a resaleable condition.
You're responsible for the cost of return postage, unless the item is faulty or not as described (see below).
Once we receive it back, we'll refund you to your original payment method within 14 days.

Custom commissions

Anything ordered through our "Commission a custom piece" form - made to your own specific request, like a particular name, colour combination, or design change - is made specifically for you. Because of this, it's exempt from the 14-day change-of-mind right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, and we're not able to offer a refund just because you've changed your mind. We'll always confirm the price and details with you before starting work, so there shouldn't be any surprises.

Faulty or not-as-described custom pieces are still fully covered - see below, the same as anything else we make.

Faulty, damaged, or not as described

Whatever you ordered - standard item or custom commission - your statutory rights under the Consumer Rights Act 2015 always apply if something's actually wrong with it:

Within 30 days of receiving it: if it's faulty, damaged in transit, or not what you ordered, you're entitled to a full refund.
After 30 days: we'll first offer a repair or replacement; if that doesn't sort it out, you're entitled to a refund or price reduction.

To start this, email arjocreations@hotmail.com with your order reference and a photo of the issue where possible - that helps us sort it quickly, and we may not need the item posted back at all for a clear-cut case. We don't charge you for return postage when the fault is ours.

A quick note on our prints: everything is 3D printed to order, so small variations in colour, shimmer/glitter effect, or exact shade between your item and the photos are normal and not a fault on their own.

How refunds are paid

Refunds go back to whatever card or payment method you originally used, processed through SumUp - we don't hold or move money outside of that. It can take a few days after we process it for your bank to show the funds back in your account.

Questions

If you're not sure whether something qualifies, or just want to check before sending anything back, email arjocreations@hotmail.com and we'll help you out.