Refund policy

Thank you for shopping with Dottie Mouse. We want you to be happy with your purchase, and we are here to help if something is not quite right.

Non Personalised Items

If you have purchased a non personalised item, you have 14 days from the date you receive your order to request a return. Once your return request has been approved, you then have 14 days to send the item back to us.

To be eligible for a return, items must be unused, in their original condition and in their original packaging.

Personalised and Customised Items

Customised and personalised products are made to your chosen specifications and cannot be returned unless they are faulty, damaged, or not as requested. This is in line with the Consumer Contracts Regulations, which exclude bespoke items from change of mind returns.

If there is an issue with a personalised item, please contact us as soon as possible so that we can review and resolve the matter. We may request photos to help assess the problem.

Faulty or Incorrect Items

If your item is faulty, damaged in transit, or not as described, please contact us at the earliest opportunity. We will review the issue and arrange a replacement or refund in line with your statutory rights under the Consumer Rights Act 2015.

How to Request a Return

To request a return, please contact us using the form on our Contact page or email us directly with:

  • Your name
  • Order number
  • Details of the item
  • Reason for the return

We will confirm the next steps once your request has been reviewed.

Return Shipping

Unless the item is faulty or incorrect, the customer is responsible for the cost of returning the item to us. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will process your refund to your original payment method. Please allow up to 14 days for the refund to appear, depending on your payment provider.

Exchanges

We do not offer direct exchanges. If you need a different item, please place a new order once your return has been refunded.