Refund policy

Returns and Refund Policy

Errors

If we have made an error where we have sent the wrong product or incorrectly personalised your item; please contact customer service – help@mantamakes.com with images to show the issue.

We will replace or refund your order if the error is our fault at our cost.

If you have made an error when ordering, you will need to re-order to receive a replacement.

Returns

Orders may be returned at buyers cost within 30 days of receipt.  You must include your order number.  Please contact customer services via the platform you purchased on or help@mantamakes.com

A refund of original cost less postage will be issued on receipt of your return in re-saleable condition.

Note that goods customised to your specifications or clearly personalised are excluded from the statutory right of cancellation, and from our standard return policy, meaning they cannot be returned even if defective.

Cancellations

Please contact customer services at help@mantamakes.com to request cancellation of your order.  If it is possible to cancel, we will do so and issue a full refund.  However, if the item is shipped or set up for production it will not be possible to cancel.

If you are requesting cancellation for an order placed on a third-party site e.g. Amazon, ETSY, eBay, The Range cancellation should be requested via these platforms and will again only be cancelled where possible.

Please note part of our success is based upon the quick turnaround speed of orders.  Therefore, many orders are processed within minutes of your order being received particularly personalised items which run immediately through automated systems to prepare for production.

Customisation

You can submit your own materials, including photographs, illustrations, graphics and text to create customised products. You may only submit materials for which you own all rights, or for which you have the authorisation of the person who does own those rights.

We are able in some cases to alter standard products for you, this will depend on complexity of request and will be subject to an additional charge.  These custom orders must be agreed in advance.

Proofs

Due to volume of orders and speed of production it is not possible to provide proofs, mock ups or previews of your orders.  Our in-house design team will use best fit to produce your order.

Amending delivery address

If you need to amend a delivery address, please contact customer service – help@mantamakes.com we will change the address provided:

1 - your order has not been despatched

2 – new address is same country as original order.

Shipping upgrades

Upgrades for domestic and international orders will have options for delivery upgrades at checkout.  Upgrading shipping after orders are placed may be possible but are not guaranteed.

Shipping times

We offer estimated delivery times based on Royal Mail and DHL delivery aims.  However, with the exception of Royal Mail Special Delivery Next [working] Day by 1pm these are not guaranteed services.

International deliveries are not sent with any guarantee on delivery speed as we have no control over customs processing times.

If you order is urgent, contact customer service – help@mantamakes.com, we will if we have capacity process your order as urgent which speeds up production but not delivery.

Order not received

If your order has not been received, in first instance please check your tracking details sent with despatch confirmation.

If you have purchased a shipping upgrade, contact customer service – help@mantamakes.com and we will issue a refund of the upgrade cost immediately if your item is delayed.

If you have purchased a greeting card and this has not arrived within 7 days from despatch (domestic only) we will issue a replacement card or refund.  Please contact customer service – help@mantamakes.com, to request.

Items sent standard shipping are supplied with an estimated delivery date, please wait until 14 days after shipping before contacting customer service.  After 14 days we will be able to offer a refund or replacement of your order.

If delivery tracking shows your item as delivered we are unable to offer a refund or replacement unless you can provide evidence of non-delivery.  In this instance please contact customer service – help@mantamakes.com