Refund policy

Returns & Refunds Policy

Thank you for shopping with Ducks Fly Together. All of our items are handmade to order, and many include personalisation that is designed especially for you.

Because personalised and custom-made items are created uniquely for each customer, we are unable to accept returns or cancellations on these orders unless the item is faulty or a mistake has been made on our part. This is in line with UK consumer law, which exempts customised goods from change-of-mind returns.

Please check your personalisation details carefully

When placing your order, please ensure that all names, dates, spellings, colours and design choices are entered correctly. Your item will be made exactly to the details you provide.

If you are unsure or would like to double-check the design, design proofs are available on request. If you request a proof I will only begin production once you confirm you are happy with the final design.

Faulty or incorrect items

If there is a problem with your order, please contact me as soon as possible with your order number and a photo of the issue. If the item is faulty, damaged, or incorrect based on the details you supplied, I will of course replace or refund it.

My commitment to you

I truly love creating meaningful, personal gifts and want every customer to be delighted with their purchase. The more detail you can give when ordering, the better I can bring your idea to life — so please include any specific instructions or requests when placing your order.

If you have any questions before ordering, I’m always happy to help.