Last updated 29 October 2026
Most of what we sell is made to order with your names, dates or logo, so the rules for personalised and non-personalised items are different. This page sets out exactly what you can return and how.
We will refund or remake
- Items that are not personalised, if you change your mind within 14 days of delivery
- Any item that arrives faulty or damaged
- Personalisation that differs from your order because of a mistake on our side
We cannot accept
- Personalised or custom items returned because you changed your mind
- Spelling mistakes or wrong details that were in your order
- Results that reflect a low-quality photo or logo you supplied after we advised against it
- Natural variation in wood, slate, cork or leather
Items that are not personalised
You can cancel within 14 days of receiving your order, without giving a reason. Email us with your order number, then send the item back within 14 days of telling us. It should be unused and in its original packaging. You pay for return postage, and we recommend a tracked service. Once we receive the item we refund the price and the standard delivery charge within 14 days, using your original payment method. We may reduce the refund if the item has been used or damaged.
Personalised and custom items
Personalised items are made to your instructions, so the 14-day right to cancel does not apply to them. We engrave and print exactly what you enter at checkout, or exactly what you approve on a proof, so please check spelling, dates and names before you order.
If you notice a mistake in your own details, contact us as soon as possible. If we have not started your item, we will change it free of charge.
Faulty, damaged or wrong items
If your item arrives faulty or damaged, or the personalisation is not what you ordered because we made a mistake, we will remake it or give you a full refund, including delivery. Please contact us as soon as you can, ideally within 7 days, with your order number and a photo of the problem. You do not need to send the item back unless we ask, and if we do, we pay the postage. These rights sit alongside your rights under the Consumer Rights Act 2015.
Business and custom orders
Business, hotel and souvenir orders are made to the proof you approve. We will remake any piece with a production fault or a difference from the approved proof. We cannot refund items that match the approved proof.
How to start a return
Email hello@willdostudio.co.uk or message us on WhatsApp on 01225 535125 with your order number. You can also bring the item into the shop during opening hours.
Studio and shop at 22 Castle Street, Trowbridge, Wiltshire BA14 8AS. Email hello@willdostudio.co.uk or call 01225 535125.
Will Do Studio Ltd is registered in England and Wales, company number 14908366. Registered office Holloway House, Epsom Square, White Horse Business Park, Trowbridge, Wiltshire BA14 0XG.
