Refund Policy

Returns, Refunds & Cancellations Policy

Foiled Forever
Last updated: 4 July 2026

1. Our Commitment to You

At Foiled Forever, every keepsake is created with care and attention to detail.

Many of our products are personalised, handmade, made to order or created using customer-supplied handprints, footprints, images, names, dates and other personal details. Because of this, return and cancellation rights may differ depending on the product purchased and how the order was placed.

This policy explains:

When you can cancel an order
When you can return an item
When you may be entitled to a refund
How personalised products are handled
What happens if an item is faulty or damaged
How online and market purchases are treated

Nothing in this policy affects your statutory rights under applicable UK consumer law.

2. Contact Details

If you need to request a cancellation, return, refund, replacement or report a problem with an order, please contact:

Foiled Forever
Business address: 28 Clifton Crescent, Frodsham, WA6 7PW
Email address: hello@foiled-forever.co.uk
Website: www.foiled-forever.co.uk

Please include where possible:

Your full name
Order number
Email address used for the order
Details of the product
A clear description of the issue
Photographs where the item is damaged or faulty

3. Personalised and Made-to-Order Products

Many Foiled Forever products are created specifically for you.

These may include products personalised with:

Handprints
Footprints
Names
Dates
Dates of birth
Birth details
Personal messages
Customer-supplied photographs
Customer-supplied artwork
Custom wording
Selected layouts
Bespoke design requests
Other customer-specific details

Where a product is made to your specifications or clearly personalised, statutory change-of-mind cancellation rights may not apply.

This means that personalised products cannot normally be returned or refunded simply because:

You change your mind
You no longer want the item
You ordered the wrong product
You selected the wrong personalisation
You supplied incorrect information
You supplied an unsuitable image
You approved a proof and later changed your mind

However, this does not affect your legal rights where an item is:

Faulty
Damaged
Not as described
Not produced in accordance with the agreed order
Otherwise not in conformity with the contract

4. Cancelling a Personalised Order

If you wish to cancel a personalised order, please contact us as soon as possible.

We will consider whether production has begun.

Production may include:

Reviewing submitted images
Cleaning handprints or footprints
Digitally preparing artwork
Creating layouts
Preparing personalisation
Creating artwork proofs
Ordering customer-specific materials
Printing
Foiling
Framing
Packaging

If production has not begun, we may be able to cancel the order and provide a refund.

If personalised work has already begun, cancellation may not be possible.

Where appropriate and legally permitted, we may deduct reasonable costs for work already completed or materials already committed specifically to the order, provided this has been clearly communicated and does not limit your statutory rights.

5. Artwork Proofs and Approval

For selected personalised products, Foiled Forever may provide a digital artwork proof before production.

Customers are responsible for checking:

Names
Spelling
Dates
Dates of birth
Birth details
Wording
Layout
Print positioning
Handprint selection
Footprint selection
Orientation
Other personalisation details

Once you approve a proof, production may begin.

After approval:

Changes may not be possible
Cancellation may not be possible
Additional changes may incur a fee
Additional changes may extend production times

If Foiled Forever produces the item in accordance with the proof you approved, we will not normally provide a free replacement or refund for an error that was visible in that approved proof and originated from information supplied or approved by you.

This does not affect your statutory rights where the finished product does not match the approved proof or is otherwise faulty.

6. Customer-Supplied Errors

Customers are responsible for checking all information before submitting or approving an order.

Examples include:

Names
Dates
Birth details
Messages
Spellings
Addresses
Product choices
Foil colour choices
Frame choices
Uploaded images

Where Foiled Forever has accurately reproduced information supplied or approved by the customer, the product will not normally be considered faulty solely because the customer later discovers that the information they supplied was incorrect.

If you identify an error before production begins, please contact us immediately. We will make reasonable efforts to help where possible.

7. Handprints and Footprints

The quality of a finished handprint or footprint keepsake depends partly on the quality of the source material supplied.

Customer-submitted prints may contain:

Smudges
Gaps
Missing sections
Light areas
Movement marks
Uneven pressure
Partial fingers
Partial toes
Shadows
Blur
Image distortion

Foiled Forever may make reasonable digital improvements as part of the artwork preparation process.

However, we cannot guarantee that missing details can be accurately recreated.

A product will not normally be considered faulty solely because the original customer-supplied print contained imperfections that remain visible in the finished design, provided the product has been produced with reasonable care and skill and in accordance with the agreed design.

8. Handmade and Foiled Variations

Foiled Forever products may be individually produced or hand-finished.

Foil is reflective and may appear different depending on:

Lighting
Viewing angle
Photography
Screen settings
Paper texture
Print conditions

Minor variations may occur in:

Foil texture
Foil coverage
Positioning
Paper appearance
Frame finish
Handmade finishing

Small variations that are normal characteristics of the materials or production process do not necessarily mean that an item is faulty.

This does not affect your rights where there is a genuine defect or the item does not conform to the contract.

9. Non-Personalised Products Purchased Online

If you purchase a non-personalised product online or through another qualifying distance-selling method, you may have a legal right to cancel within 14 days after the day you receive the goods.

If applicable, you must clearly tell us that you wish to cancel within the relevant cancellation period.

After notifying us of cancellation, you must return the goods within the legally applicable timeframe.

Returned goods should be handled with reasonable care.

You may be responsible for a reduction in value if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

This section does not apply where a legal exception to cancellation rights applies.

10. How to Cancel an Eligible Online Order

To cancel an eligible order, contact:

Email: hello@foiled-forever.co.uk

Please include:

Your name
Order number
Product details
A clear statement that you wish to cancel

You do not need to use specific wording as long as your decision to cancel is clear.

We will confirm receipt of your cancellation request where appropriate.

11. Returning an Eligible Non-Personalised Product

If a return is accepted or you exercise an applicable statutory cancellation right, we will provide return instructions.

Unless the product is faulty, damaged, incorrect or otherwise non-conforming, you may be responsible for the direct cost of returning it where legally permitted and where this has been properly communicated.

We recommend using an appropriate tracked service for valuable items.

Customers should obtain proof of postage.

Please do not return an item without first contacting us, as we may need to provide specific return instructions.

12. Market and In-Person Purchases

Products purchased in person at:

Markets
Craft fairs
Baby classes
Pop-up events
Seasonal events
Other physical locations

do not normally carry an automatic statutory right to return simply because you change your mind.

However, your statutory rights still apply where goods are:

Faulty
Not as described
Not of satisfactory quality
Otherwise non-conforming

Foiled Forever may choose to offer additional goodwill arrangements in individual cases, but this does not create an ongoing obligation to accept change-of-mind returns for in-person purchases.

13. Personalised Orders Placed at Markets

If you place an order at a market or event for a personalised product to be created later, the order may involve:

Taking order details
Taking payment
Collecting personalisation information
Receiving a handprint or footprint
Arranging later image submission
Creating artwork after the event

Because these products are made specifically for the customer, change-of-mind cancellation rights may be limited or excluded where permitted by law.

Please contact us as soon as possible if you wish to cancel.

14. Faulty Products

If your product is faulty, please contact us as soon as reasonably possible.

A fault may include circumstances where the product:

Is not of satisfactory quality
Is not fit for an agreed purpose
Does not match its description
Does not match the agreed personalised order
Contains a production defect

We will assess the issue fairly and in accordance with applicable UK consumer law.

Depending on the circumstances and your legal rights, an appropriate remedy may include:

Repair
Replacement
Repeat performance of a service element
Price reduction
Refund

15. Damaged Items

If your order arrives damaged, please contact us promptly.

Email:

hello@foiled-forever.co.uk

Please provide where reasonably possible:

Your order number
Your full name
A description of the damage
Clear photographs of the damaged item
Photographs of the packaging
Photographs of the outer parcel
Photographs of the delivery label where relevant

Please retain the damaged product and packaging until we confirm whether they are needed for assessment or a delivery claim.

We will review the issue and provide an appropriate solution where required.

16. Incorrect Items

If you receive the wrong item, please contact us promptly.

Examples may include:

Wrong product
Wrong frame
Wrong foil colour due to our error
Wrong personalisation due to our error
Missing item

Where Foiled Forever has made an error, we will take reasonable steps to correct it at no additional cost to you.

17. Personalisation Errors Made by Foiled Forever

If we make an error in producing your personalised product, please contact us promptly.

Examples may include:

Incorrect spelling where you supplied the correct spelling
Incorrect date where you supplied the correct date
Incorrect foil choice where your order clearly specified another option
Incorrect layout compared with an approved proof
Incorrect print used due to our error

We will assess the issue and, where we are responsible, provide an appropriate remedy.

This may include:

Correction
Replacement
Reproduction
Refund where appropriate

18. Inkless Print Kits

Returns and cancellations for inkless print kits depend on:

Whether the kit is personalised
Whether it has been opened
Whether it has been used
Whether consumable components have been activated
Whether statutory cancellation rights apply

If an eligible non-personalised kit is returned under applicable cancellation rights, it should be returned in accordance with the instructions we provide.

Where a kit has been opened, used or handled beyond what is reasonably necessary to inspect it, this may affect the available refund where permitted by law.

For hygiene, safety or product integrity reasons, some sealed products may have specific return limitations where a lawful exception applies.

Nothing in this section affects your rights where a kit is faulty, damaged or not as described.

19. Unsuccessful Print Attempts

Taking handprints and footprints, particularly from babies and young children, can sometimes be challenging.

Results may vary due to:

Movement
Pressure
Technique
Contact time
Positioning
Surface conditions
Handling

An unsuccessful impression does not automatically mean that the kit is faulty.

Where you believe a kit itself is defective, please contact us with details and photographs where possible.

We may assess the issue and offer an appropriate remedy where required.

20. Frames

If a framed product arrives:

Broken
Cracked
Significantly damaged
Incorrect
Defective

please contact us promptly and provide photographs.

Minor natural variations in frame materials, finish or appearance may not constitute a fault.

We will assess genuine damage or defects fairly and in accordance with your legal rights.

21. Return Condition

Where a return is permitted, items should be returned with reasonable care.

Where possible, please include:

Original product
Original packaging
Accessories
Included components

For non-faulty goods returned under applicable cancellation rights, a deduction may be made where legally permitted if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

22. Return Shipping Costs

Return shipping costs depend on the reason for return.

Faulty, Damaged or Incorrect Products

Where a return is required because the product is faulty, damaged, incorrect or otherwise non-conforming, Foiled Forever will handle reasonable return arrangements in accordance with applicable law.

Change-of-Mind Returns

Where a valid change-of-mind return applies, the customer may be responsible for direct return costs where legally permitted and properly communicated before purchase.

23. Original Delivery Charges

Where a qualifying online order is cancelled under statutory cancellation rights, we will refund eligible standard outbound delivery charges as required by law.

If you selected a more expensive delivery option than our least expensive standard delivery method, we may not be required to refund the additional premium amount.

24. Refund Processing

Where a refund is due, it will normally be made using the original payment method unless otherwise agreed or legally permitted.

Refund timing may depend on:

The payment provider
The bank
The payment method
Whether returned goods need to be received or evidence of return provided

We will process refunds within the timeframes required by applicable law.

25. Replacement Products

Where a replacement is agreed, production time may be required.

For personalised products, this may involve:

Reprinting
Re-foiling
Reframing
Recreating artwork
Ordering replacement materials

We will provide an estimated timeframe where reasonably possible.

26. Reorders

A reorder is not the same as a replacement for a faulty product.

If a customer wishes to purchase an additional copy of a previous product, normal charges may apply.

We do not guarantee that:

Original materials will remain available
Frames will be identical
Foil batches will be identical
Artwork files will be retained indefinitely

27. Refused or Uncollected Deliveries

If an order is:

Refused without valid reason
Not collected
Returned because delivery was not accepted
Returned because an incorrect address was supplied

additional delivery charges may apply before redelivery.

Where a personalised product is returned to us as undeliverable, this does not automatically create a right to a refund.

We will contact the customer where reasonably possible to arrange next steps.

28. Incorrect Delivery Addresses

Customers are responsible for providing accurate delivery information.

If you notice an error, contact us immediately.

We cannot guarantee that an address can be changed after dispatch.

Where an order is returned because the customer supplied an incorrect or incomplete address, additional postage charges may apply.

29. Lost Parcels

If you believe your parcel has been lost, please contact us.

We may need to:

Check tracking information
Contact the delivery provider
Allow the courier’s investigation process to take place

We will handle lost parcel issues in accordance with applicable consumer law and our responsibilities as the seller.

30. Refunds We Will Not Normally Provide

Subject always to your statutory rights, we will not normally provide refunds where:

You changed your mind about a clearly personalised product
You supplied incorrect personalisation
You approved an artwork proof containing a customer-supplied error
You supplied a low-quality image and the limitations were reasonably apparent or communicated
You no longer need the item
You missed an event date that was not disclosed and agreed before ordering
Damage occurred after delivery due to misuse
Damage resulted from improper storage
Damage resulted from moisture or excessive heat
Damage resulted from incorrect hanging or display
The issue is a minor characteristic inherent in handmade or foiled production rather than a genuine fault

Nothing in this section removes rights that cannot legally be excluded.

31. Goodwill

From time to time, Foiled Forever may offer a goodwill solution outside our strict legal obligations.

Any goodwill:

Is discretionary
Is considered individually
Does not create a precedent
Does not alter your statutory rights

32. How to Make a Return or Refund Request

To request a cancellation, return, refund, replacement or report a problem, contact:

Foiled Forever
Email: hello@foiled-forever.co.uk

Please include:

Full name
Order number
Product purchased
Reason for contacting us
Photographs where relevant
Preferred contact details

We will review your request and respond within a reasonable timeframe.

33. Your Statutory Rights

Nothing in this Returns, Refunds & Cancellations Policy affects your statutory rights.

Consumers may have rights under applicable UK consumer law, including rights relating to:

Faulty goods
Goods not as described
Goods not of satisfactory quality
Services not carried out with reasonable care and skill
Certain distance contracts
Applicable cancellation rights

Legal rights may vary depending on:

The product
Whether it is personalised
How the order was placed
The circumstances of the issue

34. Changes to This Policy

We may update this policy from time to time to reflect:

Changes to our products
Changes to our ordering process
Changes to our website
Changes to delivery arrangements
Changes to applicable law or guidance

The latest version will be published on our website with the updated revision date.

35. Contact Us

If you have questions about this policy, please contact:

Business name: Foiled Forever
Business owner / legal entity: Chantal Beeson / Foiled Forever
Business address: 28 Clifton Crescent, Frodsham, WA6 7PW
Email address: hello@foiled-forever.co.uk
Website: www.foiled-forever.co.uk