At Masons Design, we want you to be delighted with your purchase. Each of our gifts is handcrafted with care, and we aim to provide the highest standard of quality and service. Please take a moment to read our refunds and cancellations policy.
Refunds
Non-Personalised Items: You may return non-personalised items within 14 days of delivery for a full refund, provided the item is unused, in its original packaging, and in resaleable condition.
Personalised or Custom Items: Because personalised items are made especially for you, we cannot accept returns unless the item is faulty, damaged, or incorrect due to our error.
Faulty or Damaged Items: If your order arrives damaged or faulty, please contact us within 48 hours of receiving your item. We may request photos of the item and packaging to help us resolve the issue quickly. In these cases, we will offer a replacement or full refund (including shipping costs).
Cancellations
Standard Orders: Orders may be cancelled within 24 hours of purchase for a full refund, provided the order has not yet been dispatched.
Personalised or Custom Orders: Cancellations must be made within 24 hours of placing your order. Once production has begun, we are unable to cancel or refund personalised/custom orders.
How to Request a Refund or Cancellation
To request a refund or cancellation, please contact us at:
📧 info@masons.design
Include your order number, details of your request, and (if applicable) photos of the item. We aim to respond to all enquiries within 24 hours (Mon–Fri).
Exchanges
At this time, we do not offer direct exchanges. If you wish to order a different item, please follow the returns process (if applicable) and place a new order through our shop.
Final Note
As a small business, we truly value your understanding. Each piece we make is handcrafted and unique, and we take great pride in ensuring your order arrives as beautifully as intended. If you have any concerns at all, please don’t hesitate to get in touch — we’re here to help.
