Note before the policy: online customers usually have 14 days from delivery to cancel a non-faulty order, then another 14 days to send it back. Personalised or custom-made goods can be excluded from change-of-mind returns, but faulty or incorrect goods still need to be resolved. Faulty goods also carry rights under the Consumer Rights Act 2015, including refund rights in the first 30 days if goods are faulty, not as described, or not fit for purpose.
Returns For Non-Custom Items
You may request a return for eligible non-custom items within 14 days of receiving your order.
Returned items must be:
- Unused, unworn, and in resaleable condition
- Returned with original packaging, tags, and labels where supplied
- Free from marks, damage, odours, or signs of use
- Sent back within 14 days after you notify us of cancellation
We may reduce the refund amount if an item has been handled in a way that reduces its value beyond normal inspection.
Items That Cannot Be Returned For Change Of Mind
The following items are not eligible for return or refund unless they are faulty, damaged, or incorrect:
- Custom-made aprons
- Personalised aprons
- Embroidered items
- Engraved items
- Aprons printed with a name, logo, image, or business branding
- Items made to customer-selected measurements or specifications
- Items damaged through misuse, poor care, accidental damage, or normal wear
If your item is faulty, damaged on arrival, or different from what you ordered, we will help resolve the issue.
Faulty, Damaged Or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible.
Please include:
- Order number
- Clear photos of the item
- Photos of the packaging, if damage happened during delivery
- A short description of the issue
If the fault or error is confirmed, we may offer a repair, replacement, exchange, or refund, depending on the issue and your UK consumer rights. If the item is faulty or incorrect because of our error, we will cover reasonable return postage costs.
Exchanges
We may offer exchanges for eligible non-custom items, including:
- Size issues
- Colour changes
- Incorrect item received
- Product defects
- Approved replacement requests
Custom-made, embroidered, printed, or personalised items cannot usually be exchanged unless they are faulty or incorrect.
Fastest Exchange Option
For faster service, we recommend placing a new order for the item you want and returning the original eligible item for a refund.
This helps avoid stock delays and gives you quicker access to the correct item.
Alternatively, you may return the original item first. Once it has been received and inspected, we can arrange a replacement where approved.
Refund Processing
Once your return is received and inspected, we will notify you if the refund has been approved.
Approved refunds will be issued to the original payment method. Refunds for cancelled eligible online orders will be processed within 14 days of receiving the returned goods or proof that the goods have been sent back.
Your bank or payment provider may take additional time to show the refund in your account.
Delivery And Return Shipping
For change-of-mind returns on eligible non-custom items:
- Customers are responsible for return postage
- Original upgraded delivery charges are non-refundable
- Standard delivery charges may be refunded where required by UK law
- We recommend using a tracked return service
Custom Apron is not responsible for returned items that are lost or damaged during return transit.
For faulty, damaged, or incorrect items caused by our error, we will cover reasonable return postage once the issue has been reviewed and approved.
Partial Refunds
A partial refund may apply if:
- The item is returned with marks or damage
- Packaging, tags, or labels are missing
- The product shows signs of use
- The item has been handled beyond normal inspection
- Parts or accessories are missing
We will explain any deduction before the refund is completed.
International Orders
For international returns, customers are responsible for return shipping, customs charges, duties, taxes, and import or export fees unless the item is faulty or incorrect because of our error.
Returned parcels should be clearly marked as:
Returned Goods
Incorrect customs labelling may cause delays, extra charges, or refusal at customs. Any charges caused by incorrect labelling or unpaid duties will be the customer’s responsibility.
How To Start A Return
To request a return, exchange, or faulty item review, please contact:
Please include:
- Order number
- Full name used on the order
- Reason for return
- Photos, if the item is faulty, damaged, or incorrect
Our support team will review your request and reply with the next steps.
Abuse And Fraud Protection
To keep the process fair for all customers, Custom Apron may decline requests that do not meet this policy.
We may refuse or restrict returns where there is evidence of:
- Repeated excessive returns
- False damage claims
- Product misuse
- Fraudulent activity
- Items returned in a different condition from dispatch
Our Customer Commitment
Custom Apron aims to handle every return, exchange, and faulty item claim fairly. We focus on clear communication, practical resolutions, and product quality across every order. If something goes wrong, our team will review the issue and help find the right outcome based on the product, order details, and applicable UK consumer rights.