Non-Returnable Items

Personalised or Bespoke Goods-
Products that are personalised (e.g. containing names, dates or venue details) or those created to bespoke to you, cannot be returned unless they arrive damaged, faulty or incorrect (as a result of a mistake we have made).
We suggest that all personalised details are checked thoroughly before making your order, and will allow 24 hours to notify us of any mistakes after ordering. Following this, any mistakes in the personalisation details will be liable to the customer.

Returning Non-Personalised Products

Return Window-
You must inform us within 7 days of receiving your Soirée Designs co order, if you wish to return a non-personalised item.

Condition of Goods-
To be eligible for a return, your item must be in the same condition as when you received it, unused and in its original packaging. If damaged, faulty or mis-described please take photos of the condition.

How to Request a Return-
To start a return, please email us at soireedesignsco@outlook.com with your order details, reason for the return and photos of damage if necessary. Items that are sent back to us without first requesting a return will not be accepted.

Return Costs-
Unless the goods are damaged, faulty or mis-described, Soirée Designs co will not be responsible for return costs. Once the return has been agreed we must receive the goods within 7 days or the return will no longer be accepted. Please obtain proof of postage for your records.

Damaged, Faulty, Incorrect or Mis-described Goods

Damaged or Faulty-
Here at Soirée Designs co, we pride ourselves on supplying high quality items at reasonable prices, and use quality packing resources to keep your order safe during shipping. However, incidents do sometimes happen and thus we will be more than happy to discuss a return or replacement with you. Please ensure to take photos, where possible, of any damage to the outer packaging, and to the goods themselves. Include these photos in an email to soireedesignsco@outlook.com within 7 days of receiving your order, along with your order details, stating if you are requesting a return or replacement. We will then discuss the best course of action.

Incorrect-
Whilst we endeavour to be as meticulous as possible when creating personalised or bespoke items, there may be an incident when a mistake is made on your order and therefore it is incorrect. On the rare occasion that there is a mistake, please contact us at soireedesignsco@outlook.com within 7 days of receiving the goods. Please include photos of the incorrect item, your order details and the correction for the mistake. We will compare this to the personalisation details we received at the time of the order and get back to you with a solution.
If you have received entirely the wrong goods, please let us know as soon as possible.

Mis-described-
All items are described as factually as possible, within the description and additional information of each item. Along with our product images we do our best to ensure that no items are mis-described. However, in the event of your received goods being mis-described (size, colouring, material etc.) please contact us at soireedesignsco@outlook.com within 7 days of receiving the goods. Include your order details, any supporting photos, and details of the mis-description, stating if you are requesting a return or replacement.

Refunds and Replacements

Refunds-
Once we have received and inspected your return, we will notify you if the refund is approved. If approved, you will be refunded on your original payment method within 14 business days. Please note, it may take time for your bank or payment provider to process and post the refund. If more than 14 days pass, please contact us at soireedesignsco@outlook.com .

Replacements-
If it has been agreed with us at Soirée Designs co, that a replacement item will be sent, we will endeavour to create and ship this to you as promptly as possible. You will be kept up to date with the progress of your replacement.

Cancellation of order

Within 24 hours-
If you wish to cancel you order within 24 hours, simply contact us at soireedesignsco@outlook.com . We will be happy to refund your order, which will follow our usual refund timeframe.

After 24 hours-
If you wish to cancel your order after 24 hours has passed you will no longer be viable for a full refund. The stage of your orders’ creation will determine the fee that cancellation will incur.
Before creation- 10% cancellation fee.
During design- 25% cancellation fee.
During creation- 50% cancellation fee
After creation- 75% cancellation fee.
Once the order has been shipped, cancellation is no longer possible, but you may return your goods, if non-personalised, once they have been received. Follow our Returning Non-Personalised Products instructions.

Warranty

All of our goods at Soirée Designs co, have a 1 year warranty. If within this timeframe your item becomes faulty in anyway, which is strictly down to the creation of the goods, we will happily discuss repairs or replacements of your goods. Please contact us at soireedesignsco@outlook.com with your order details, a description and photos of the faulty item. We will assess the fault, and as long as we are happy that all care instructions of the item have been followed, and Soirée Designs co is liable, we will proceed with repair or replacement.

Contact us with any queries about your order.