Returns & Refunds

1. Made to order — important

Every Bilgs Studio piece is handcrafted and made to order. Almost all of our items are personalised or produced to your specification (colour, size, text, uploaded file). Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods and goods made to a consumer's specification are exempt from the standard 14-day right to cancel.

In plain English: once production starts on a personalised or custom item, we cannot accept a return for change of mind. Please double-check your colour, size, spelling, and uploaded files before checking out.

2. Non-personalised items

For any standard, non-personalised stock item, you have 14 days from receipt to inform us you wish to cancel, and a further 14 days to return the item in unused, original condition. Return postage is the customer's responsibility unless the item is faulty.

3. Damaged, faulty or wrong items

If your piece arrives damaged, faulty, or significantly different from what you ordered, you are protected by the UK Consumer Rights Act 2015. Please contact us within 14 days of delivery at hello@bilgsstudio.com with:

• Your order number.
• Clear photos of the damage or fault.
• A photo of the outer packaging if there is shipping damage.

We will arrange a replacement or full refund (including any return postage) as soon as we have reviewed your photos — usually within 2 working days.

4. Refund timeframes

Where a refund is due, we will process it within 14 days of agreeing the refund or receiving the returned item, whichever is sooner. Refunds are issued to the original payment method. Your bank may take an additional 3–5 working days to show the funds.

5. Lost in transit

If your tracking shows no movement for 10+ working days within the UK (or 21+ days internationally), email us and we will open a claim with the carrier and either resend the order or issue a full refund.

6. Address errors

Please make sure your shipping address is correct at checkout. We cannot refund orders returned to us due to an incorrect address; we will offer to reship at the customer's cost.

7. Statutory rights

This policy does not affect your statutory rights under UK consumer law.