Refund & Returns Policy

We Made a Family is the trading name of KF Online Ltd, Unit 1 & 2 Tresprison Industrial Estate, Helston, Cornwall, TR13 0QD (registered in England & Wales, company no. 09296565).

We make our products by hand in our Cornish workshop, and many of our items are personalised, engraved, dated or made to a size or specification chosen by you. This means the return rights for a standard stock item can be different from those for a personalised or made-to-order item.

If anything below is unclear, please email shipping@kfonline.co.uk or call 01326 617227 (Monday to Friday, 07:00–15:00) before returning anything.

1. Faulty, damaged or incorrect items

If your item arrives faulty, is damaged in transit, or is not what you ordered, please contact us and we will put it right.

This applies to personalised items as well as non-personalised products.

• Within 30 days of delivery: you may reject a faulty, damaged or incorrectly supplied item for a full refund, including the postage you paid to receive it, subject to your statutory rights.
• After 30 days: we will normally repair or replace the item. If a repair or replacement is not possible, or does not resolve the fault, you may be entitled to a refund in accordance with your statutory rights.
• Return postage: we will pay the return postage for anything faulty, damaged or incorrectly supplied. Please contact us before sending anything back.

Before returning a faulty or damaged item

Please email shipping@kfonline.co.uk with:

• Your order number
• Clear photographs of the fault or damage
• For transit damage, a photograph of the outer packaging as it arrived

Photographs allow us to assess most claims quickly and can also help us deal with the courier. We will confirm whether the item needs to be returned before you send it.

Please note that some natural variations are characteristics of handmade products rather than faults. Fine surface marks, slight variations in colour and small differences between individual pieces can occur as a result of the handmade manufacturing process.

2. Personalised, engraved and made-to-order items

Personalised and made-to-order items cannot normally be returned or exchanged simply because you have changed your mind.

This includes products engraved with a name, date, initials, message or handwriting, as well as items made or altered to your chosen specification.

The 14-day cancellation right for online purchases does not generally apply to goods made to a consumer's specification or clearly personalised.

Your statutory rights are unaffected if an item is faulty, damaged, or does not match what you ordered.

For example, if we engrave something differently from the personalisation you submitted, this is not treated as a change-of-mind return.

Please check your personalisation carefully

We work from exactly what you enter at checkout, including spelling, dates, capitalisation and spacing.

If you notice a mistake after placing your order, please contact us as soon as possible with your order number. We aim to begin making personalised items within 2 working days, so if we have not yet started work, we will do our best to amend the order free of charge.

If the item has already been personalised or made, we may not be able to refund it. Where possible, we will let you know the cost of producing a replacement, and we will usually aim to offer this at or near our own cost.

3. Change-of-mind returns — non-personalised items

For items that are not personalised or made to order, you have a statutory right to cancel your order under the applicable consumer cancellation regulations.

• You have 14 days from the day you receive your order to tell us that you wish to cancel.
• Once you have told us, you have a further 14 days to return the item.
• You can cancel by emailing shipping@kfonline.co.uk with your order number, or by writing to us at the address at the end of this policy.
• You do not need to give a reason for cancelling.

Condition of returned items

Items should be returned unworn, unused and in their original packaging, including any gift box, pouch or presentation tin where applicable.

You may handle an item as you would in a shop to assess it. However, if the item has been used or handled beyond what is reasonably necessary to inspect it, we may reduce your refund to reflect any resulting loss in value.

Return postage

Return postage for a change-of-mind return is your responsibility.

We recommend using a tracked or signed-for service, as we cannot be responsible for items that do not reach us.

Please do not send an item back without contacting us first. Please include a note with your name and order number so that we can identify your return.

Your refund

Where you cancel an eligible order, your refund will cover:

• The price paid for the returned item; and
• The standard outbound delivery charge you paid.

If you selected an upgraded, express or premium delivery service, we will refund the cost of the standard delivery service rather than the additional upgrade cost.

Refunds will normally be made to the original payment method in accordance with applicable consumer law.

4. Sale items

Sale items are returned on the same terms as full-price items, subject to the same conditions and statutory rights.

A discount or sale price does not remove your statutory consumer rights.

5. Late, lost or undelivered parcels

Most UK orders arrive within 1–3 working days of dispatch, although handmade and personalised orders can take longer during busy periods.

Please allow the full delivery window before treating an order as lost.

We can raise a claim with Royal Mail once an item is genuinely overdue:

• UK orders: 10 working days after the due delivery date
• International orders: 20 working days after the due delivery date

Please contact shipping@kfonline.co.uk with your order number and we will start the relevant process.

If a parcel is confirmed as lost:

• We will remake and resend your order at no additional cost, where possible; or
• You can request a refund instead.

If a parcel is returned to us because the delivery address was incomplete or incorrect, or because it was not collected from a delivery office, we can resend it once the applicable redelivery postage has been paid.

International delivery times exclude time spent in customs. Any import duties or taxes charged by the destination country are the responsibility of the recipient and are not refundable by us.

6. Gifts

We know that many of our products are purchased as gifts, so the person ordering and the person receiving the item may be different.

• Refunds are normally made to the person who placed and paid for the order, using the original payment method.
• If you received one of our products as a gift and there is a problem with it, please contact us and we will do what we can to help.
• Where a gift is faulty, we will work with the recipient to resolve the issue where appropriate.
• If you are buying well in advance of an anniversary, birthday or other occasion, please tell us when ordering where possible. We can note this on your order and will do our best to accommodate your requirements.

7. How to start a return

Please follow these steps:

1. Contact us

Email shipping@kfonline.co.uk with your order number and details of the reason for your return. If the item is faulty or damaged, please include photographs.

2. Wait for our instructions

Please wait for our reply before posting anything back. We will confirm whether a return is required and provide the appropriate return instructions.

3. Package the item securely

Where possible, use the original packaging and make sure the item is securely packaged to prevent damage during transit.

If you are responsible for the return postage, we recommend using a tracked service.

4. Refund processing

Refunds will be processed in accordance with the applicable terms above and applicable consumer law. Where a return is required, we will normally process the refund within 14 days of receiving the returned item.

Your bank or payment provider may take a further 3–5 working days to show the refund in your account.

If more than 10 working days have passed since we confirmed your refund and it has not appeared, please contact your card issuer or payment provider first, then contact us and we will investigate.

8. Contact us

If you have any questions about refunds or returns, please contact us:

We Made a Family (KF Online Ltd)
Unit 1 & 2 Tresprison Industrial Estate
Helston
Cornwall
TR13 0QD
United Kingdom

Email: shipping@kfonline.co.uk
Telephone: 01326 617227

Monday to Friday, 07:00–15:00
Closed weekends and bank holidays.

KF Online Ltd is registered in England & Wales, company number 09296565.

This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer legislation.