As all products on our website are custom produced to order, we cannot accept returns or provide refunds for any reason other than:

  1. The products received are not as ordered
  2. The products are faulty or damaged

The products received are not as ordered

If you have received an incorrect order, please email us at with your order number, a brief description of what you have received and we will endeavour to rectify the error as quickly as possible for you. 

The products are faulty

On the very rare occasion that any of our products may arrive to you and are faulty or damaged, please contact us straight away with your order number, a brief description of the damage/fault, and a picture of what was received. The following terms apply to all claims:

  1. We reserve the right to rectify faulty goods and will not be liable to refund them.
  2. If a product is faulty, you must notify in writing within 24 hours of delivery to
  3. All faulty products are to be returned to us, at our cost, for inspection, and if found to be defective due to a manufacturing fault, the product will be re-printed and delivered back to you.
  4. If all or some of the goods have been used, this will be taken as acceptance of the goods and will therefore not be replaced.
  5. We will not be liable for any consequential loss incurred due to faulty products, nor will we be liable for any costs incurred in contracting a third party to rectify or re-print the goods.

A refund will only be offered when an order is cancelled prior to any work being carried out by Captivate Creative Ltd (trading as If you need to cancel an order you should contact our team on 01506 896621 as soon as possible. Due to the short turnaround times we work to and all products being custom made to your specification, your order may have already gone into production. In this case, subject to how far through the production process your order has gone, a cancellation fee will apply.

Any issue with an order must be raised with our team within 24 hours of receiving the goods. Failure to inform us within 24 hours of receiving the goods will mean your order is deemed to have been accepted and checked.