Delivery

All items are made to order - as we are only a small company we do not keep stock of all our items, so please allow 10 - 14 working days between placing your order and receiving it. This applies to both delivered and collected orders. If you need an item more urgently than this, we will do our absolute best to get it to you beforehand, but nothing is guaranteed - just get in touch with us to let us know your deadline and we will let you know the likelihood of us achieving it. Currently all items going to mainland UK are sent via APC couriers, with items going to certain areas of Scotland, Ireland and channel islands going through Royal Mail. 

Refund & Returns Policy

We want you to be delighted with your purchase from The Profiles Range. However, if for any reason you are not satisfied, we are happy to provide you with a clear and straightforward returns process.

1. Faulty or Damaged Items

If your item arrives damaged or faulty, we will provide a full refund or replacement at no additional cost, providing you keep the item and all the packaging the item was sent in for us to review - this is a requirement for us to claim against insurance. Please notify us within 14 days of receiving the item, and we will guide you through the process.

To return a faulty or damaged item:

Contact our customer service team at theprofilesrange@gmail.com within 14 days of receiving your order.

Provide your order number and a description of the issue with photos (if applicable).

We will provide you with instructions for returning the item, and the cost of return shipping will be covered by us.

2. Non-Faulty Items

Please note, we do not accept returns on non-faulty items. We encourage you to carefully review your order before purchasing, as we are unable to offer refunds or exchanges on items unless they are faulty or damaged. Please familiarise yourself with the way in which our designs work (ie different backings on different designs etc) and ensure you let us know if there is anything specific you would like on your product. 

3. Incorrect Spelling on Personalised Orders

Any item that has been ordered incorrectly at checkout is the responsibility of the customer. This particularly applies to misspelling of lettering on personalised products, so we encourage you to carefully check your orders before placing them. If you notice an error after ordering, please email us as soon as possible and we may still be able to rectify this for you. If you do not notice a mistake until after you have received the item, we can fix it for you, but it will need to be returned to us at your own expense, and may incur an additional charge depending on the size/complexity of the fix required.

3. Cancellation of Orders

If you wish to cancel an order, you must notify us within 24 hours of placing the order. After this time, the production of your order will have begun, and the standard returns process will apply (i.e., for faulty or damaged items only).

4. Refund Process

Once we receive your return and confirm that the item is faulty, a refund will be processed. Refunds will be issued to the original payment method within 14 days of receiving the returned item. Please note that it may take a few additional days for the funds to appear in your account, depending on your payment provider.

5. Return Shipping

For faulty items, return shipping will be covered by us. For all other returns, the customer is responsible for return shipping costs. We recommend using a tracked delivery service to ensure the safe return of your item.

By making a purchase from us, you agree to our refund and returns policy. We are committed to providing high-quality products and exceptional customer service, and we will do our best to resolve any issues you may have.