Refund policy

We issue refunds where an eligible non-personalised item is returned in time, where a personalised item is damaged, faulty or affected by our error, or where you cancel an order before we begin making it. Refund eligibility for personalised items follows our returns policy.

Approved refunds are returned to your original payment method through our payment provider, Stripe. We do not refund to a different card or account. You'll receive an email confirmation when a refund is issued.

Once approved, refunds are processed within 5–10 business days. The time for the refund to appear on your statement depends on your bank or card issuer and is outside our control.

For one-time keepsake orders, a full refund is given for faulty, damaged or incorrect items. Change-of-mind refunds on eligible non-personalised items are for the item price; original shipping may be non-refundable unless the item was faulty or incorrect.

You can cancel a Fondly Circle or Atelier membership at any time. Your benefits continue until the end of the current billing period, and you are not charged again after cancellation. We do not pro-rate part-periods. Any physical Seasonal Keepsake already dispatched under an Atelier membership is non-refundable. Duplicate or erroneous subscription charges are refunded in full — contact support@reeidunderheat.shop.

If something isn't right, email support@reeidunderheat.shop before opening a payment dispute — we can usually resolve it faster directly. Governing law: England and Wales.