We want returns and order problems to be handled clearly and fairly. This policy applies to purchases made from OneSaveShop and does not affect your statutory rights.

Changed your mind?

If you want to cancel or return an eligible non-personalised product, please contact OneSaveShop promptly with your order details. We will provide the appropriate return instructions. Please do not send products directly to a supplier unless we specifically instruct you to do so.

Personalised and made-to-order products

Different cancellation rules can apply to goods made to your specifications or clearly personalised. Please check names, dates, spelling and other personalisation details carefully before submitting your order.

Faulty, damaged or incorrect products

If a product arrives faulty, damaged, incorrect or not as described, contact OneSaveShop as soon as possible. Include your order number, the item name and a clear description of the problem. We may ask for photographs or video evidence so that the issue can be assessed and resolved efficiently.

Personalisation does not remove your statutory rights where goods are faulty, damaged or not as described.

Condition of returned non-faulty goods

Where a non-faulty product is eligible for return, please take reasonable care of it and keep the original product packaging where possible. Contact us before returning an item so that we can give you the correct return instructions.

Refunds

Once a return has been received and checked, any refund due will be processed using the appropriate payment method. The time taken for funds to appear can also depend on your payment provider.

How to contact us about a return

Please use our Contact page and include your order number and the reason for contacting us. For a faulty or damaged item, including clear photographs where requested can help us investigate more quickly.