Refund policy

Return & Refund Policy

Last updated: 20/2/2026

At From The Bride and Groom, many of our items are personalised and custom made to order. As such, we have specific return terms outlined below.

Personalised & Custom Items

Due to the bespoke nature of personalised products, we do not accept returns or offer refunds on personalised items unless:

  • The item arrives damaged

  • The item is faulty

  • The item differs from the approved design or order details

Personalised items cannot be resold, so we ask customers to carefully check spelling, dates, and design details before confirming their order.

To ensure accuracy and avoid disappointment:

  • Please provide clear personalisation instructions.

  • Respond promptly to any design queries.

  • Design proofs are available upon request prior to production.

Once production has begun, changes cannot be guaranteed.

Non-Personalised Items

If an item is not personalised, you may request a return within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in its original packaging.

  • You must contact us first to request return approval.

Return postage costs are the responsibility of the buyer unless the item is faulty.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photographs of the issue

We will arrange a replacement or refund where appropriate.

Approved Returns

If a return is approved:

  • The buyer is responsible for return shipping costs.

  • We recommend using a tracked service.

  • Refunds will be processed once the item has been received and inspected.

Shipping costs are non-refundable unless the item is faulty.

Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within a reasonable timeframe.

Contact Us

For return enquiries, please contact:

Email: info@fromthebrideandgroom.com
Website: https://fromthebrideandgroom.com