Refund Policy

How do I return my item?
In the first instance, please contact us by e mailing enquiries@mytoblerone.co.uk explaining the reason you wish to return the item. Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty.

My order has arrived and it’s broken.
We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

The quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please e-mail us at enquiries@mytoblerone.co.uk with a photo of the damaged gift.

My order has arrived and there’s a spelling mistake.
We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you.
The quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please e mail us at enquiries@mytoblerone.co.uk with a photo showing the spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.
If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

I’ve decided to cancel my order, what should I do?
Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 01793 432913 and our working hours are:
Monday to Friday: 9:00am – 5:30pm

Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

Unfortunately, once an order has been received by our production team we can’t cancel it.
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