Welcome to Emiluxe Designs. We want you to love every card and gift you order from us! However, because many of our items are personalised and made to order, there are some important details about when returns and refunds are available.
Personalised Items
Most of our products are custom-made based on the details you provide (for example, names, dates, or messages).
As such, we cannot accept returns, exchanges, or cancellations on personalised items unless they arrive damaged, faulty, or not as described.
Before placing your order, please double-check all spellings, dates, and details — we print exactly what you submit.
If your personalised item is faulty, damaged, or incorrect:
Please contact us within 7 days of delivery at customersupport@emiluxedesigns.com
- Include your order number and clear photos showing the issue.
Once reviewed, we’ll arrange a replacement or full refund as appropriate.
Non-Personalised Items
For non-personalised items, you have the right to cancel your order under the Consumer Contracts Regulations 2013.
You can return these items within 14 days of receiving your order, provided they are:
- Unused
- In their original packaging and condition
To start a return, email us at customersupport@emiluxedesigns.com with your order number.
You will be responsible for return postage costs unless the item is misprinted by ourselves, faulty or has been sent in error.
Refunds are processed to your original payment method within 5–10 working days after we receive and inspect the returned goods.
Damaged or Faulty Products
We carefully package all our items to ensure they arrive safely.
If something does go wrong whilst in transit and your order arrives damaged or faulty:
- Contact us within 7 days at customersupport@emiluxedesigns.com and include photos of the damage and your order number - we will open a case with the courier as appropriate.
We’ll offer either a replacement or a full refund, including shipping where applicable.
Order Cancellations
Because personalised products enter production quickly, we can only cancel your order if you contact us within 1 hour of placing it and before production has started. We appreciate mistakes do happen so please contact us as soon as you are aware of an issue. Once your order has gone into the printing process, the order cannot be cancelled or changed.
How to Contact Us
For all returns, order issues, or refund requests, please get in touch:
📧 customersupport@emiluxedesigns.com
Legal Notice
This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 (UK).
Your statutory rights are not affected.