Refund policy
At Neon Plum, every order is made especially for you. Each gift includes personalised elements such as a handwritten card and a personalised gift insert, meaning every order is unique.
Our aim is for every customer to love their Neon Plum gift. If something isn't right with your order, please get in touch and we'll always do our best to put it right.
Returns
Due to the personalised nature of our products, we are unable to accept returns or exchanges for change of mind.
This includes gifts personalised with:
- Handwritten gift messages
- Personalised gift inserts
- Any other customisation requested when placing your order
Please check all names, spellings and your gift message carefully before completing your purchase.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong item, please contact us within 14 days of receiving your order.
Email us at hello@neonplum.co.uk with:
- Your order number
- A brief description of the issue
- Clear photographs of the item and any damage
We'll review your claim as quickly as possible and, where appropriate, offer a replacement or a full refund.
Order Cancellations
As we begin preparing personalised orders shortly after they are placed, orders can only be cancelled within 15 minutes of purchase.
After this time, production may already have started and we may be unable to cancel your order.
Refunds
Where a refund has been approved, it will be processed back to your original payment method.
Please allow up to 10 business days for your bank or card provider to process the refund once it has been issued.
Contact Us
If you have any questions about your order or this policy, we'd love to help.
Email: hello@neonplum.co.uk