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Frequently Asked Questions

What are the payment options?

You can by By Credit/Debit Card, PayPal or an invoice link can be sent to you if you require something a bit more bespoke.

What is your return policy?

I do not accept returns on personalised items unless items arrive  damaged/faulty, all items are photographed prior to posting for quality control.
If you do have a an issue with a damaged/faulty product, then please contact me within 48 hours to try and resolve the issue. Damaged Faulty items need to be returned within 14 days of purchase.

Do you offer gift cards?

Yes I can offer online gift Cards only

Can I have my order gift wrapped?

I can offer a gift wrapping service, small items can  be wrapped in Silver tissue paper free of charge on request 
personalised wrapping paper can be made at an extra cost

Do you offer same-day delivery?

Personalised Items do take time to make, so all personalised items will take at least a week to be made and shipped out to customers.

Still have questions? Get in touch and we’ll be happy to help.

FAQ & Policies: FAQ
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Our Shipping Policy

Please allow 5-7 working days for personalised products to be completed and posted. 

I aim to get your parcel out as soon as possible, but may take slightly longer during holiday periods such as Christmas & Easter

My products will be sent via Royal Mail

Standard Shipping Click & Drop Service unless you require a signed for service at extra postal costs. Please message us at if you would like additional postage options before placing your order.

Royal Mail do provide average lead times on posted items, however these are not reliable, so please wait at least 10 working days before contacting us if your parcel has not arrived. (As Recommended by RM)

Shipping will be calculated at checkout, but I aim to keep this as reasonable as possible

Postage costs start at £1.50 up to £6

All orders over £40 will be free postage.

FAQ & Policies: Shipping Policy
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Our Return/Refund Policy

Everything You Need to Know

Thanks for purchasing our products at operated by A.S.H Moore Creatives


We believe that you will be delighted with your Products but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these Terms do not affect your statutory rights.

We offer a 14 Day Money Back Guarantee

If any item is not what you required or you have a change of mind then just notify us via email within 14 days of receipt. 

If goods are returned we will issue a refund excluding postage and packaging. The costs of returning goods will be paid by you.

Please obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned. This postage cost is not reimbursed (unless item is damaged/faulty).

Our policy is to ensure that you are satisfied every time you place an order. If you are unhappy with a Product when you receive it or if you simply change your mind please return it to us within 14 days of receipt of your order , having taken reasonable care of it and in an unused state complete with packaging and all components, and we will refund to you the price paid for that Product.

What items are non-refundable?
Certain Products are excluded from this 14 day money back guarantee. Those Products include (for example): food; perishable items; personalised products; or Products made to order as well as Personalised Items. Earrings and Body Jewellery are also excluded. These Products cannot be returned for a refund unless faulty.

Damaged/Faulty Goods

We always try to ensure that our products are sent out in a perfect condition. However sometimes due to situations beyond our control for example, if an item gets damaged during the delivery, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at as soon as possible and within 14 days of the receipt of your order. We will then look into the problem and get back to you with a response within 24 working hours.

We will try to attend to all return requests as soon as practically possible.

​Please note that we do not accept returns in person at either our registered or business address.

Nothing in this agreement will affect your statutory rights.

 Request a Refund for damage/faulty Goods

To help us respond quickly, please try to include as much information as possible:

  •  Name

  • Email Address

  • Postal Address

  • Problem with fault

  • Photo of the faulty product*

  • Replacement or Refund required?

If the event an item's personalisation has an error that was made by us a replacement or a full refund will be issued depending on your preference.  You must return the original items unused and in the original box/packaging.  A prepaid label will be issued accordingly.

How long does my refund take?

If we receive all the correct information, the original item and photographic evidence, your refund will be processed within 48hrs and it may take 2-5 working days to appear in your bank account as a credit.  We are unable to refund for a damaged/mistaken personalisation if you do not send back the original item (if requested by us).

If goods are returned we will issue a refund excluding postage and packaging. The costs of returning goods will be paid by you.

​Payment will be made within 14 days or earlier once we have inspected the returned Product and are satisfied that it has been returned to us in the condition required by above clause (on returns) above. The consumer has a duty of care for the products during the cancellation period in order for a refund to be given.

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.

Un-received orders

If you have not received your item(s) and have taken into account lead times & delivery times, please contact your local sorting office even if you have not received a calling card please also check with neighbours to see if they received it on your behalf. If there is still no sign please contact us immediately. If your item(s) have not been returned to us, Royal Mail requires ten full working days from the day of dispatch to classify your item(s) as lost at which point a full refund or replacement will be given.


FAQ & Policies: Return Policy
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