Terms of service

1. Overview

At Ditto Designs, every item is handmade or customised with care and attention to detail. We want you to be completely satisfied with your purchase. If something isn’t quite right, this policy explains how we handle returns, refunds and exchanges.

Please note that because each piece is individually handmade or customised, slight variations in colour, finish or detail may occur. These small differences make every item unique and contribute to its charm.

Please take a moment to read it before placing your order. By shopping with us, you agree to the terms outlined below.


2. Personalised and Custom Orders
As all of our personalised and custom-made items are created to your specific requirements, we are unable to accept returns or offer refunds on these products unless they are:
  • faulty,
  • damaged upon arrival, or
  • incorrect due to an error on our part.
We recommend double-checking all spelling, dates, and personalisation details before confirming your order, as we cannot be responsible for errors provided by the customer.

3. Non-Personalised Items
For any non-personalised items, you may return them within 14 days of receiving your order, in line with the UK Consumer Contracts Regulations. To qualify for a refund:
  • The item must be unused and in its original condition and packaging.
  • You must contact us within 14 days of delivery to request a return.
  • The item must be returned within 14 days of approval.
Please note that return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

4. Faulty, Damaged, or Incorrect Items
If your order arrives faulty, damaged, or not as described, please contact us within 7 days of receiving it by email, including:
  • your order number,
  • a brief description of the issue, and
  • clear photos of the item and its packaging.
Once we confirm the problem, we’ll arrange either a replacement or a full refund , whichever you prefer.

5. Refunds
Refunds will be processed using your original payment method . Once your return is received and approved, please allow up to 10 working days for the refund to appear in your account.

6. Cancellations
If you wish to cancel your order, please contact us as soon as possible.
  • For non-personalised items that were in stock at the time of the order, you may cancel before the item has been dispatched.
  • For personalised or custom-made items, once work has started, we are unable to cancel or refund your order.
7. Return Address
Returns can only be accepted once authorised. We will provide the correct return address via email once your request has been approved.