Refund policy

Returns & Refunds Policy

We hope you love your HigildiPigildi order, but we understand that sometimes something isn't quite right.

Our returns policy differs slightly depending on whether you've purchased a standard item or something that has been personalised or made specifically to your requirements.

Non-Personalised Items

If you've purchased a non-personalised item online and change your mind, you have 14 days from the day you receive your order to let us know that you'd like to return it.

Once you've told us you'd like to make a return, you then have a further 14 days to send the item back to us.

Returned items should be in their original condition. You may handle or try on an item as you reasonably would in a shop, but items shouldn't be worn beyond this, washed, altered or damaged.

Please contact us before returning an item so we can provide you with the correct return details.

Personalised & Custom-Made Items

Many HigildiPigildi products are made especially for you.

Items that have been personalised, customised or made to your individual specifications cannot normally be returned or refunded simply because you've changed your mind.

This may include products featuring your chosen name or wording, custom design or artwork, business logo, bespoke colour combinations, design size or placement where specifically requested, or other individual customisation.

Please check all names, wording, sizes, colours, design choices and other personalisation details carefully before placing your order.

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

Wrong Size

For non-personalised items, you can return an item if you've ordered the wrong size, provided you follow the returns process above.

Personalised or custom-made garments cannot normally be returned because the wrong size was selected, unless the item itself is faulty, incorrect or not as described.

Size guides are provided where applicable, so please check these before ordering. If you're unsure which size to choose, you're welcome to contact us before placing your order.

Faulty, Damaged or Incorrect Orders

If your item arrives faulty or damaged, isn't as described, or we've sent or made something incorrectly, please contact us as soon as possible.

Please include your order number, a brief description of the problem and clear photographs where appropriate.

We'll review the issue and arrange an appropriate solution, which may include a replacement, repair or refund depending on the circumstances and your statutory rights.

Personalised products are still covered if they are faulty, damaged, incorrect or not as described.

Mistakes in Personalisation

If we've made a mistake with the personalisation of your order, please contact us and we'll put it right.

If an item has been produced correctly using the information supplied when the order was placed — for example, a name or wording was entered incorrectly by the customer — we may not be able to offer a free replacement or refund.

Please check all personalisation details carefully before completing your order.

Return Postage

For ordinary change-of-mind returns of non-personalised items, the customer is responsible for the cost of returning the item to us.

We recommend using a postal service that provides proof of postage and keeping this until your return has been processed.

If you're returning something because it is faulty, damaged, incorrect or not as described, please contact us before sending it back so we can arrange the appropriate return process and return costs where applicable.

Refunds

Once we've received your eligible return, we'll inspect it and process your refund.

For a valid cancellation of a non-personalised online order, your refund will include the price paid for the returned goods and, where required by law, the cost of our least expensive standard delivery option.

If you chose a more expensive delivery service, such as Express Delivery, the additional amount paid above the standard delivery charge isn't normally refundable for a change-of-mind cancellation.

We may make an appropriate deduction from the refund if an item has been handled beyond what would reasonably be necessary to inspect it and this has reduced its value.

Refunds will be made to your original payment method and processed within the timescales required by UK consumer law.

Exchanges

If you'd like a different size or product, please contact us.

For eligible non-personalised products, we'll let you know the easiest way to arrange this. Depending on the circumstances, we may ask you to return the original item and place a new order.

Personalised or custom-made items cannot normally be exchanged unless there is a fault or we've made an error with your order.

Cancelling an Order Before Dispatch

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

For non-personalised items, your statutory cancellation rights still apply.

For personalised or custom-made orders, please contact us immediately. Because we may begin preparing personalised products soon after receiving an order, we cannot guarantee that changes or cancellations will be possible once production has started.

Returning an Item

Before returning anything, please contact us through our Contact Us page and include your order number.

We'll confirm the return instructions and provide the return address.

Please package returned items securely to prevent damage in transit.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you have under UK consumer law.

Your statutory rights apply where goods are faulty, not as described or otherwise fail to meet the standards required by law.

Questions?

If you're unsure whether an item can be returned, there's a problem with your order or you'd like help before purchasing a personalised product, please get in touch through our Contact Us page.