Refund policy

Overview

Due to the handmade, made-to-order, and personalised nature of our collections, all sales through The Heirloom Edit are considered final.

Each piece is carefully crafted in limited quantities using specialty materials and artisanal production methods. For this reason, we are unable to offer returns or refunds for change of mind.

Personalised & Made-to-Order Pieces

As all stationery is produced specifically for each client and event, we cannot accept returns, exchanges, or cancellations once production has commenced.

This includes:

  • personalised stationery,

  • semi-custom collections,

  • handmade embellishments,

  • specialty print finishes,

  • and custom assembly work.

Clients are responsible for carefully reviewing all proofs and details prior to final approval.

Proof Approval

Digital proofs are supplied prior to production commencement.

By approving your final proof, you acknowledge acceptance of:

  • wording,

  • spelling,

  • dates,

  • layout,

  • colours,

  • and overall design direction.

The Heirloom Edit is not responsible for errors identified after final approval has been provided.

Handmade Variations

Due to the artisanal and handmade nature of our work, slight variations in:

  • paper texture,

  • colour tone,

  • material finishings

  • wax seals,

  • ribbon fraying,

  • print impression,

  • and finishing details

are considered part of the character and uniqueness of each collection and are not classified as faults.

Damaged or Incorrect Orders

If your order arrives significantly damaged or incorrect, please contact us within 48 hours of delivery with:

  • your order number,

  • photographs of the issue,

  • and a description of the concern.

Where appropriate, The Heirloom Edit may offer:

  • a replacement,

  • repair,

  • or partial refund at our discretion.

Claims submitted outside of this timeframe may not be accepted.

Shipping Issues

Once orders have been dispatched, responsibility transfers to the shipping provider.

The Heirloom Edit is not responsible for:

  • shipping delays,

  • lost parcels,

  • customs delays,

  • or damages caused during transit by third-party carriers.

However, we will assist where possible in lodging enquiries with the relevant shipping provider.

Cancellations

Deposits and payments are non-refundable once work has commenced.

If a project is cancelled after design or production work has begun, The Heirloom Edit reserves the right to invoice for:

  • completed work,

  • time spent,

  • materials purchased,

  • and any production costs incurred.