Last updated: 17 November 2025

​

1. Overview

All products sold on this website are made-to-order and fulfilled by our third-party production partner. Because items are printed specifically for each customer, we do not accept returns or exchanges due to buyer’s remorse, change of mind, or ordering the incorrect size or variation.

This policy complies with UK consumer law for customised or made-to-order goods.

​

2. Eligibility for Returns, Replacements & Refunds

We offer replacements or refunds only under the following circumstances:

​

2.1 Damaged, Misprinted, or Defective Items

If your item arrives damaged, misprinted, or defective, you must notify us within 30 calendar days of delivery. After this period, we cannot guarantee a replacement or refund.

You will be required to provide:

• Your order number

• A description of the issue

• Clear photographic evidence of the defect

Once verified, we will arrange a replacement at no cost to you, or issue a refund.

​

2.2 Items Lost in Transit

If your order does not arrive, please contact us within 30 days of the estimated delivery date.
We will investigate the issue with our fulfilment partner. If confirmed lost, a replacement or refund will be issued.

 

3. Non-Eligible Returns

The following are not eligible for return or refund:

• Change-of-mind returns

• Items ordered in the wrong size or colour

• Buyer’s remorse

• Products damaged due to improper use or handling after delivery

Because each product is created on demand, returns for these reasons cannot be accepted.

 

4. Return Address

Any authorised returns will be directed to our fulfilment partner’s return facility. Items must not be sent back to us unless we specifically provide a return address; unauthorised returns cannot be processed.

 

5. Returned-to-Sender Orders

If a shipment is returned due to an incorrect, insufficient, or unclaimed address:

• The order may be reshipped at the customer’s expense

• Unclaimed returns may be disposed of or donated after 30 days by the fulfilment facility

We are not responsible for delays or losses caused by incorrect address details provided during checkout.

 

6. Exchanges

Because all products are custom printed, we do not offer exchanges for different sizes, colours, or variations unless the received item is incorrect or defective.

In cases of incorrect shipments (wrong item/variant), we will replace the item free of charge once evidence is provided.

 

7. Refunds

Refunds, when eligible, will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Shipping costs are non-refundable unless the issue was caused by an error on our part.

 

8. Consumer Law

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
However, please note that customised or made-to-order goods are legally exempt from the standard right to cancel.

 

9. How to Contact Us

To report an issue, request a replacement, or make a claim, please contact:

Email: hello@vanessacharlotte.art
Response time: Typically 1–2 business days

You must contact us before sending any items back, otherwise we cannot process your return.