REFUND & CANCELLATION POLICY

Last updated: 09.04.2026

Cancellations

Before design work has begun

If you cancel your order before any design work has started, you will receive a full refund of any amounts paid.

After design work has begun

The 30% retainer fee is non refundable once design work has commenced. If you have paid more than the retainer amount, the balance will be refunded.

After proof approval

Once you have approved a final proof and printing or production has begun, we are unable to offer a refund, as the order will have been produced specifically for you.

Amendments and errors

Errors on our part

If your finished order contains an error that is our fault (i.e. something that differs from the approved proof or agreed brief), we will reprint or reproduce the affected items at no charge.

Errors approved by the client

We are not able to offer refunds or reprints for errors that were present in an approved proof and confirmed by the client. This is why we ask you to check all wording, spellings, dates, and details carefully before approving.

Damaged or lost orders

If your physical order arrives damaged, please contact us within 48 hours of receipt with photographs of the damage. We will arrange a replacement or, where this is not possible, a refund.

If your order is lost in transit, please contact us and we will investigate with the courier. We are not responsible for delays or losses caused by the courier once an order has been dispatched, but we will do our best to resolve the situation.

Digital orders

Due to the nature of digital products, we are unable to offer refunds on digital files once they have been delivered. If you have concerns about your order, please contact us before downloading or using your files.

Sample Packs

We offer a printed sample pack so you can see and feel the quality of our stationery before placing a full order. Sample packs include a generic A5 invite/order of service, a small card, and an envelope, printed on your requested card stock.

Change of mind returns: As sample packs are non-personalised goods purchased online, you have the right to return them within 14 days of receipt if you change your mind. Items must be returned in their original condition and unused. Return postage is the responsibility of the customer. Please contact us at louise@islamayevergreen.co.uk before returning any item. Any other personalised items are not returnable.

Damaged or lost samples: If your sample pack arrives damaged, please contact us within 48 hours of receipt with a photograph of the damage and we will send a replacement free of charge. If your sample does not arrive within 10 working days, please contact us and we will investigate and arrange a replacement or refund as appropriate.

Please note that sample packs are intended to demonstrate paper stock, print quality, and finish. Colours may vary slightly between your screen and the printed product. This is normal and not a defect

How to request a cancellation or refund

Contact us via email at louise@islamayevergreen.co.uk or via WhatsApp meeaaging 07934677854, and we will respond within 2 business days.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

Isla May Evergreen is operated by Louise Mason, sole trader. Registered in England and Wales.