Refund policy

Last updated: May 7, 2026

Thank you for shopping with HamHome Creative. We hope you love your order, but if something is not quite right, please read our return and refund policy below.

This policy applies to orders placed through our website.

1. Change of mind returns

If you change your mind about an item, please contact us within 14 days of receiving your order.

After telling us that you would like to return the item, you should send it back to us within 14 days.

To be eligible for a change of mind return, the item must be:

Unused
In its original condition
Returned with any original packaging where possible
Not damaged, altered, or personalised

Once we receive the returned item and check its condition, we will process your refund.

2. Custom and personalised items

Custom and personalised items are made specifically for you, so they usually cannot be returned or refunded if you simply change your mind.

This includes items made with:

Names
Initials
Custom wording
Specific colour requests
Personalised details
Bespoke design requests
Custom sizes or themes

However, this does not affect your legal rights if the item arrives damaged, faulty, incorrect, or not as described.

3. Made-to-order items

Many of our products are made to order. A made-to-order item may still be eligible for return unless it has been personalised or made to your specific custom requirements.

If you are unsure whether your item can be returned, please contact us and we’ll be happy to help.

4. Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible.

Please include:

Your order number
A description of the issue
Clear photos of the item
Clear photos of the packaging, if the item arrived damaged

We will review the issue and do our best to put things right. Depending on the situation, we may offer a replacement, repair, or refund.

5. 3D printed item finish

3D printed items can sometimes have small layer lines, tiny seams, slight surface texture, or minor finish variations.

These are normal parts of the 3D printing process and do not usually count as faults unless the item is damaged, unusable, or significantly different from the product description.

6. Return postage

Unless the item is damaged, faulty, incorrect, or not as described, you are usually responsible for the cost of returning the item.

We recommend using a tracked postage service, as we cannot refund items that do not arrive back to us.

If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it so we can advise you on the next steps.

7. Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Refunds will usually be processed within 14 days of receiving the returned item.

Please note that it may take additional time for your bank or payment provider to show the refund in your account.

8. Delivery costs

Where required, we will refund the standard delivery cost paid for the original order.

If you selected a more expensive delivery option, we may only refund the cost of standard delivery.

9. Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been made, personalised, packed, or dispatched, we may be able to cancel it.

If a custom or personalised order has already been started, cancellation may not be possible.

10. Items that cannot usually be returned

We cannot usually accept returns for:

Custom or personalised items
Items made to your specific requirements
Used items
Items damaged after delivery
Items returned without contacting us first
Items not returned in their original condition

This does not affect your legal rights if the item is faulty, damaged, incorrect, or not as described.

11. How to request a return

To request a return, please contact us at:

Email: rachel@hammond.uk.com

Please include your order number and the reason for your return request.

We will reply with instructions on how to return your item if your return is accepted.

12. Contact us

If you have any questions about returns, refunds, damaged items, or custom orders, please contact us at:

HamHome Creative
Email: rachel@hammond.uk.com
Website: https://www.hamhomecreative.co.uk