Refund policy
Custom Banners (Personalised/Made-to-Order Items)
Custom products that are made to your specification or include personalised wording cannot be returned or cancelled once production has started.
If you have any concerns about your custom item, please contact us: hello@louisebrooke.com
Returns for Pre-made (Non-personalised) Items
For all pre-made items, we offer a returns window of 30 days from receipt of your item for unused goods.
To start a return or to cancel your order, please email us: hello@louisebrooke.com
How to Return Your Item
After notifying us of your return, you must return the item within 14 days.
Your returned item must be:
- unused
- in its original packaging
- in the same condition that you received it
Return Postage Costs
- Change of mind: you are responsible for return postage.
- Faulty or incorrect items: We will cover the return postage and provide a prepaid return shipping label.
Damaged or Faulty Items
Please inspect your order upon arrival.
If your item is faulty or damaged, please contact us immediately at hello@louisebrooke.com
Faulty items are eligible for a refund or replacement and we will cover the return postage - providing you with a prepaid return shipping label.
Refunds
Once we receive and inspect your return, your refund will be issued to your original payment method.
Refunds are processed within 3 days of receiving the returned item.
If you have any questions, please contact: hello@louisebrooke.com