What happens in each case
- Arrived damaged. Send us a photo and we make it again at no cost. Keep the damaged one; there is nothing to send back.
- A printing fault. Send us a photo and we make it again at no cost. Keep the faulty one.
- The personalization is wrong. If we got it wrong, we make it again at no cost. If the details you typed were wrong, we still make it again once, at no cost, because a piece with the wrong name is not much of a keepsake.
- It never arrived. Tell us, and we make it again and send it at no cost. If the first one turns up later, keep it.
- You do not like a personalized piece. It was made for your pet and cannot be sold to anyone else, so we do not take it back for a refund. We will make it again in a different design at no cost, or give you a credit of half its price toward anything else. Your choice.
- A change of mind. Nothing here is made until you order it, so there is nothing to put back on a shelf, and we do not take pieces back for a change of mind.
- It went to the wrong address. If the address you gave was wrong, we will send another at the cost of making and posting it. If we got the address wrong, it is on us.
- It was a gift. Write to us and we will sort it out with the person who sent it.
How to ask
Reply to your order confirmation email, or write to hello@biscuitandyarn.com with your order number and, for damage or a fault, a photo. Writing to us before opening a dispute with your card issuer is the fastest way to a replacement or a refund.
The policy that applies
You pay at the checkout of Steady Compass Goods, the shop behind this site. The refund policy shown at that checkout is the one that applies to your order; this page says the same in our own words.