Refund policy

Returns, Refunds and Cancellations Policy

Last updated: 5 August 2026

Thank you for shopping with Foiled You Once. As many of our products are personalised, handmade and created specifically for each customer, different return rules apply to personalised and non-personalised products.

This policy explains how cancellations, returns, damaged orders and refunds are handled. Nothing in this policy affects your statutory consumer rights.

1. Contacting us

To request a cancellation, return, replacement or refund, please contact us at:

Email: info@foiledyouonce.com

Please include:

Your full name.
Your order number.
The item concerned.
A clear explanation of the issue.
Photographs of the product and packaging where the item is damaged, faulty or incorrect.

Please contact us before returning anything. We will provide the correct return instructions and return address where required.

2. Cancelling an order before it is made

Where designing or production has not yet started, we will normally be able to cancel the order and issue a full refund.

Once designing, printing, cutting, foiling, laminating, personalising or other production work has begun, cancellation may not be possible, particularly where the item is personalised or made to your specifications.

Changes to names, wording, dates, colours, quantities, photographs, logos or other order details cannot be guaranteed after production has started.

3. Personalised and custom-made products

Most products sold by Foiled You Once are made specifically for the customer.

Personalised or custom-made products can include items featuring:

Names, ages or dates.
Personal messages or wording.
Customer photographs.
Business logos or contact information.
Social media details.
Event, concert or travel information.
Custom colours, foil choices or layouts.
Customer-approved designs or proofs.
Any other details selected or supplied by the customer.

Because these items are made to your specifications or clearly personalised, they cannot normally be returned or refunded simply because you have changed your mind, ordered the wrong quantity or no longer require them.

This does not affect your rights where the product is faulty, damaged, not as described or has been made incorrectly by us.

4. Customer-supplied information and spelling mistakes

Customers are responsible for checking all personalisation details before submitting an order.

This includes:

Names and spellings.
Dates and times.
Ages and numbers.
Addresses and venues.
Messages and wording.
Telephone numbers, email addresses and website details.
Social media names.
Uploaded photographs, logos and artwork.
Product size, quantity, colour and foil selections.

Where the finished item accurately reflects the information submitted by the customer, we cannot normally offer a free replacement or refund for a customer-supplied mistake.

Please contact us as soon as you notice an error. Where possible, we may offer a discounted remake, but this is at our discretion and may require payment of additional production and delivery costs.

5. Proof approval

Some products may include a digital proof before production. A proof will only be supplied where this is stated in the product listing or agreed with us.

When approving a proof, you are responsible for checking:

All spelling and wording.
Names, dates and numbers.
Image choice and cropping.
Layout and positioning.
Contact and social media details.
Product, colour and foil selections.

Once a proof has been approved, we cannot normally offer a free replacement or refund for an error that was clearly visible in the approved proof.

If the finished product differs materially from the approved proof because of a mistake made by us, please contact us so that we can put it right.

Digital proofs are intended to show the design and layout. Printed colours, metallic foils and holographic finishes may look different on a screen.

6. Non-personalised products

For eligible non-personalised products purchased online, you may cancel your order within 14 days beginning the day after the product is delivered.

You do not need to provide a reason for cancelling.

After notifying us that you wish to cancel, you must return the product within a further 14 days.

To qualify for a full change-of-mind refund, the product should be:

Returned in its original condition.
Complete and unused.
Safely packaged to prevent damage.
Handled only as much as reasonably necessary to inspect it.

We may make a reasonable deduction from the refund where the product has been used, damaged or handled more than would be reasonably permitted when inspecting it in a physical shop.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the return postage cost.

We strongly recommend using a tracked return service. The returned parcel remains your responsibility until it is received by us.

7. Chocolates and other edible products

Personalised chocolates and other perishable or edible products cannot normally be returned because you have changed your mind.

We may also be unable to accept an edible product that has been opened, tampered with or stored incorrectly.

This does not affect your rights where an edible product:

Arrives damaged.
Is unsafe or unfit for consumption.
Is materially different from its description.
Has incorrect or missing required information.
Has been supplied incorrectly by us.

Do not consume a product if its packaging is damaged, its seal has been broken unexpectedly or you believe there may be a safety or allergen issue. Contact us immediately and retain the product and packaging until we advise you what to do.

8. Faulty, damaged or incorrect products

All products must be of satisfactory quality, fit for their intended purpose and match their description.

Please contact us if your order:

Arrives damaged.
Is faulty.
Is materially different from the product description.
Contains an error made by us.
Is missing an item.
Contains the wrong product, size, quantity, colour or foil finish.

Please provide clear photographs of:

The complete product.
The damaged or incorrect area.
The external packaging.
The delivery label.
Any damage to the parcel.

Photographs help us understand the problem and, where appropriate, raise a claim with the delivery company.

Depending on the circumstances and your legal rights, we may offer:

A replacement.
A repair or correction.
A partial refund.
A full refund.

We may ask you to return the affected product before providing a replacement or refund. Where an item is confirmed to be faulty, damaged or incorrectly supplied, Foiled You Once will cover reasonable return postage costs.

Please do not destroy or dispose of the product or packaging until we have responded, as they may be required for a postal claim.

We appreciate customers reporting visible delivery damage promptly, preferably within 48 hours. However, this request does not remove or shorten your statutory rights.

9. Handmade and foil variations

Our products are printed, foiled, cut and finished individually. Small differences can naturally occur between products and between the finished item and website photographs.

Reasonable handmade variations may include:

Very slight differences in foil placement.
Tiny specks or gaps within large foiled areas.
Minor variations in trimming or positioning.
Small differences in printed colour.
Differences in the appearance of metallic or holographic foil under different lighting.
Screen colours appearing slightly different from printed colours.

These minor variations are part of the handmade production process and are not normally considered faults.

This does not apply where a difference is substantial, affects the use of the product or means the item does not match its description.

10. Print and image quality

Customers are responsible for supplying photographs, logos and artwork of suitable quality.

We cannot guarantee a sharp result where the original file supplied is:

Blurred.
Pixelated.
Low resolution.
Poorly lit.
Heavily compressed.
Incorrectly cropped.
Taken from a screenshot.
Supplied with unwanted backgrounds or marks.

Where possible, we may contact you to request a better-quality file. This may delay production.

A product will not normally qualify as faulty solely because an issue in the customer’s original file is also visible in the finished item, provided we have reproduced the supplied material reasonably.

11. Delivery problems and missing parcels

Please contact us if your parcel has not arrived within the expected delivery period.

Before contacting us, please check:

The delivery tracking.
With other members of your household.
Any nominated safe place.
With immediate neighbours.
Whether the carrier has left a delivery card.

Where a parcel appears to be lost, we may need to raise an investigation with the delivery company.

Once the parcel is confirmed as lost, we will offer an appropriate replacement or refund.

If tracking states that a parcel has been delivered but you cannot locate it, we will work with you and the delivery company to investigate.

12. Incorrect or incomplete delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after the order has entered production or been dispatched.

Where an order is returned to us because:

The customer supplied an incorrect or incomplete address.
The parcel was not collected.
Delivery was refused without a valid reason.
The carrier was unable to access the address.

We may ask the customer to pay the cost of redelivery.

Personalised products returned because of an incorrect customer-supplied address will not normally qualify for a refund.

For eligible non-personalised products, any refund will be handled in accordance with the customer’s statutory rights and the circumstances of the return.

13. Return postage

For a change-of-mind return of an eligible non-personalised product, the customer is responsible for the cost of returning the item.

Where a product is faulty, damaged, incorrect or materially different from its description, we will cover reasonable return postage costs where a return is required.

Do not return an item without contacting us first. We may be unable to reimburse unusually expensive or upgraded return postage that was not agreed in advance.

Our return address is:

Foiled You Once
44 farrow vale

Leeds

LS12 3SZ

Please do not send returns to an address shown on the parcel without first confirming the correct return address with us.

14. Refund amounts

Where an eligible non-personalised order is cancelled within the statutory cancellation period, we will refund:

The price paid for the returned product.
The cost of our least expensive standard delivery option, where applicable.

If you selected a more expensive or upgraded delivery service, we are not required to refund the additional difference between that service and our standard delivery option.

Return postage for a change-of-mind return is the customer’s responsibility unless we agree otherwise.

Original delivery charges may not be refundable where only part of a multiple-item order is returned and the same delivery charge would have applied to the remaining items.

15. How and when refunds are issued

Approved refunds will normally be issued using the same payment method used for the original purchase.

For eligible change-of-mind returns, we will issue the refund within 14 days of:

Receiving the returned product; or
Receiving satisfactory evidence that the product has been returned,

whichever occurs first.

We may withhold a change-of-mind refund until the product has been returned or evidence of return has been provided.

For faulty or incorrect products, refunds will be processed without undue delay once the appropriate remedy has been agreed.

After we issue a refund, your bank, card provider, PayPal, Klarna, Shopify Payments or another payment provider may require additional time to place the funds back into your account. These processing times are outside our control.

16. Exchanges

We do not normally offer direct exchanges for personalised products.

For an eligible non-personalised product, the simplest method is normally to return the original product for a refund and place a new order for the replacement item.

Where we have supplied the wrong item or the product is faulty, we will arrange an appropriate replacement without requiring you to place a new order.

17. Sale and discounted products

Sale and discounted products have the same statutory rights as full-price products.

A sale item cannot be refused as faulty simply because it was discounted.

However, where a product was reduced because of a specific fault or imperfection that was clearly disclosed before purchase, you cannot later claim that the disclosed issue was unexpected.

Personalised sale products remain excluded from change-of-mind returns where they have been made to your specifications.

18. Gifts

Refunds can normally only be issued to the original payment method used by the purchaser.

Where an item was received as a gift, we may be able to arrange a replacement or store credit at our discretion, but we cannot normally issue a cash refund to someone other than the original purchaser.

19. Business customers

If you purchase products wholly or mainly for the purposes of a trade, business, craft or profession, you may be treated as a business customer rather than a consumer.

The statutory consumer cooling-off period does not normally apply to business-to-business purchases.

Business customers should inspect orders promptly and contact us as soon as reasonably possible if goods are damaged, faulty or incorrect.

Nothing in this section excludes any rights or remedies that cannot legally be excluded.

20. Items that cannot be returned for a change of mind

Unless faulty, damaged or incorrectly supplied, we cannot normally accept change-of-mind returns for:

Personalised or custom-made products.
Products made using customer-supplied information, photographs, logos or artwork.
Customer-approved designs.
Perishable goods.
Chocolates and edible products.
Products that have been used, altered or damaged after delivery.
Digital products that have been downloaded, where the customer agreed to immediate supply and acknowledged the loss of the cancellation right.
Products that cannot be resold for hygiene or safety reasons after being unsealed, where applicable.

21. Your statutory rights

Nothing in this policy is intended to limit or remove any rights you have under applicable consumer law.

If a product is faulty, damaged, not as described or unfit for its intended purpose, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and how long you have had the product.

22. Changes to this policy

We may update this policy where our products, delivery services, business practices or legal obligations change.

The policy that applied when your order was placed will normally apply to that order.

23. Contact details

Questions about cancellations, returns or refunds should be sent to:

Foiled You Once
Email: info@foiledyouonce.com
Returns address: farrow vale, leeds