We always aim to ensure that our products are dispatched in perfect condition. However, sometimes due to circumstances beyond our control such as damage during postage your item may arrive in an unsatisfactory state.
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible at sales@kingdom316gifts.com.
We will review your case and respond within 48 working hours.
To help us respond quickly, please include the following information:
- Name
- Email Address & Telephone Number
- Postal Address
- Order Number
- Description of the Fault
- Photo of the Fault*
*If a photo is not included, we may ask you for photographic evidence before processing your claim.
Important: Due to the nature of personalised products, all personalised items are non-refundable.
Returns Address: Unit 2, Govan Way, Fenton Industrial Estate, Stoke on Trent, ST4 2RS
How long does my refund take?
Refunds can take up to 2 weeks to process. Once issued, it may take an additional
2–5 working days for the funds to appear in your bank account.
Multiple Refund Requests
If persistent refund claims are made by the same individual or group, we reserve the right to refuse a refund or replacement. We may also refuse future orders and will notify the customer via email, phone, or in writing.
Note: You are not entitled to a cooling-off period under the Distance Selling Regulations for personalised or made-to-order items.