Refund policy

Last updated: 15 November 2026

Wickfell ("we", "us") sells personalised gifts made from photos supplied by customers. This policy explains your rights if something goes wrong. It does not affect your statutory rights under the Consumer Rights Act 2015.

Personalised items

Every item is made to order from your photo. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right does not apply to goods made to the consumer's specifications or clearly personalised. This means we can't accept returns or refunds for a change of mind once your portrait has been created.

You can cancel free of charge before we start creating your portrait. Email us as soon as possible after ordering.

Damaged, faulty or misprinted items

If your item arrives damaged, faulty or misprinted, or isn't what you ordered, email us within 14 days of delivery with your order number and a photo of the problem. We will send a free replacement or give you a full refund, whichever you prefer. You won't need to send the item back unless we ask.