Refund policy

At Kin & Kie, every ceramic letter is lovingly handmade to order, especially for you. Because our products are personalised and handcrafted, we are unable to accept returns for change of mind.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, faulty, or you have received the incorrect item, please contact us within 7 days of delivery by emailing info.handmadeletters@gmail.com.

To help us assess the issue, please include:

Your order number
A brief description of the issue
Clear photographs of the item and its packaging

Once we have reviewed your claim, we will arrange an appropriate resolution, which may include a replacement or refund where applicable.

Personalised Products

As each Kin & Kie order is handmade specifically for you, personalised products cannot be returned or exchanged unless they are damaged, defective, or we have made an error with your order.

Please carefully check all names, spelling, colours and selections before completing your purchase.

Order Cancellations

Orders may be cancelled within 15 minutes of purchase through Shopify.

If you need to make changes after this time, please contact us at info.handmadeletters@gmail.com as soon as possible. While we cannot guarantee that changes or cancellations can be accommodated once production has begun, we will always do our best to assist where possible.

Once production has started, personalised orders cannot be cancelled.