Orders can be cancelled if your order has not been produced (if personalised) or packed (if standard items). Please cal us on 01773 719492 to cancel your order, as emails can take several hours to be see. Emails are answered during business hours (Monday - Friday 8.30am - 5.00pm) in the order they are received. It can take up to 72hours to receive a reply. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes requested in the email.
At Filthy Sentiments, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in transit or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.
We aim to acknowledge any complaint within 2 working days and will do our best to resolve it within 5 working days. We may ask you to take a photograph of the product to help us. Should it be necessary, we will then advise you how to return your item.
Where an item is faulty, we will ask you to return it to us within 14 days of receipt. Please ensure you retain your proof of postage, we will refund return postage up to the cost of first class postage, should your item be damaged or faulty. Please ensure your name, address and order number and reason for returning is in the returned envelope. Refunds will be actioned once the item has been checked and refunds should appear within 3 working days of receiving the return goods. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.
If you are eligible for a refund, we will reimburse the price you have paid for the product(s) to your PayPal or the credit or debit card that you paid with. Alternatively, we may offer to resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.
Refunds cannot be given if the fault is a result of your own actions such as product misuse or if it's a personalised item and it's due to being mis-spelt, due to the information you have when ordering.
Where you are returning an (items) that were part of a larger order, we’ll refund for the item minus any increased postage costs that you would have incurred had you not ordered the returned item in the first place. (ie if you qualified for cheaper or free postage by ordering this item but then you return it and it takes you below the cheaper or free postage rate, postage would be deducted from your refund).
Please note, personalised items cannot be returned unless they are damaged. Once personalised items have gone to print, they cannot be returned. Some of the products you can buy from us, are non-personalised. You have the right to cancel your contract for the purchase of a non-personalised product provided you notify us of the cancellation – either by emailing us or using our contact form, no longer than 14 days after the day following the day on which the product is delivered. You must return the unused non-personalised product to us within 14 days of notifying us of the cancellation, and must pay the cost of returning the product to our address. We will refund the purchase price minus any postage costs incurred within 14 days. However, if the value of the product has been reduced by any handling of it beyond what is necessary to check whether the product is as expected, we may deduct an amount to reflect that reduction in value from the sum we refund to you. Note that the value of a product may be reduced to nothing if its seal (or similar) is broken. Please follow any returns procedure for non-personalised products which we specify from time to time.
Note that the right to cancel a contract and return a product as described in the paragraph above does not apply to personalised products.