Refunds & Exchanges
Due to the personalised nature of our products refunds or replacements are only provided in the case of faulty or damaged items. Items must be reported within 14 days of receipt of the item(s).
Please allow 1-2 weeks for exchanges and returns to be processed.
IMPORTANT - For all returns and exchanges you must first contact us via email . Please state your order number, the item for return/exchange and the reason for the refund. You must return the item(s) within 2 weeks of the refund or replacement request, to the address(es) supplied..
Tapestry my Photo is not responsible for return postage or packages that do not reach us and we will not refund returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Faulty or Damaged Items
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us regarding a replacement. We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Cancellations
Orders can be cancelled up to the point of approval.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods. We must be informed of non-receipt of goods in a timely manner. Any declaration of non-receipt of goods made 3 weeks after the goods should have arrived may not be considered.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address (20 working days or more for Worlwide). Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Articles and Information
The information provided is given in good faith Tapestry my Photo and the authors are not liable for any accuracy or otherwise of information or advice given in the articles and blogs.