Returns & Refund Policy

The information on this page sets out the returns and refund policy for Billy & Ralph by craisymissdaisy (Billy & Ralph) together with information relating to the care, safety and procedures of completed items and orders.  Other terms of service can be viewed on the following links: 

All Terms & Conditions | GDPR/Privacy Policy | Orders & Payment | Shipping Prices & Times

Disclaimer

I make, print and bind each notebook and journal myself.  I take great pride in my work and wouldn’t send anything out that I wouldn’t be happy to receive myself.  As each notebook/journal is made by hand and not mass produced, you may find a few little imperfections along the way which is part of the ‘perfectly imperfect’ charm of a handmade notebook or journal.

Completed Orders, Safety & Care

Completed Items/Orders: As each order varies in items, colours and fabrics I now take detailed photographs of each completed order to assist with any queries that may arise once the order has been received.

Safety Notice: The ‘Billy & Ralph’ notebooks and journals are not toys. They are therefore not suitable for babies, young children, adults or animals to play with and should be kept out of reach at all times.

Care Instructions: Please keep away from liquids and water, as this may cause any ink used in the notebooks and journals to bleed.

Returns & Refunds

If for any reason you change your mind and wish to return an item from my website, including cancellations that have already been shipped, (excluding memory books and personalised/custom orders) please email me within 14 days of receipt of the item to notify me of your return.  Once I have received your email I will provide you with the information needed to return your item.  Please note the following:-

  • You must return your item within 14 days of notifying me of your return.  Any items received after this time will not be eligible for a refund.
  • You must also notify me via email of the date the returned item was shipped. 
  • Buyer pays return postage (this includes cancelled orders) 
  • Items must be returned in the condition that it was received in and in either the original packaging/or packaged as well as the original packaging.  If the item is not returned in its original condition, the buyer is responsible for any loss in value, which will be deducted from the final price before the refund is issued.
  • A refund will be issued within 14 days of receipt of the return.  It is advisable to use either a signed for (UK) or tracked service (international) and obtain proof of posting to return your item, as a refund will not be issued until the returned items have been received.
  • Returns are only accepted from the original purchaser/buyer.   Any items received as gifts will not be eligible for returns by the recipient and will need to be returned by the original buyer.
  • Returns are only accepted on items that were purchased on ‘ready to ship’ items and are not accepted for ‘made to order’, ‘custom made’ or ‘personalised items’ (please see the Custom orders/made to order/personalised and memory books paragraph below.

Faulty Items

If there is a problem with your item and you think it may be faulty please contact me immediately upon receipt to let me know what the problem is.  I will need to see photographic evidence of the fault, which should be sent via email within 14 days of receipt.

  • Once I have seen photographic evidence I will check it against the completed order photographs I hold for each order to confirm the condition and that it hasn’t been altered or tampered with in any way.  If it is confirmed that there is a fault, I will contact you with the details of where to send the return, which must be returned to me within 14 days.
  • Items must be returned in the condition that it was received in and in either the original packaging/or packaged as well as the original packaging.  If the item is not returned in its original condition, the buyer is responsible for any loss in value, which will be deducted from the final price. 
  • You must also notify me via email of the date the returned item was shipped.  It is advisable to use either a signed for (UK) or tracked service (international) and obtain proof of postage to return your item, as a refund will not be issued until the returned items have been received.
  • Buyer pays return postage.  However, if the item is found to be faulty the return postage will be refunded. 
  • Once I have received the faulty item back a replacement will be sent.  If it isn’t possible to send a replacement for the same item you purchased then an alternative item will be discussed with you or a refund will be issued.

Please note that any item which states ‘Faulty Sample’ in the main title/description are exempt from returns as any defects will be detailed in the listing.   ‘Returns not Accepted’ will be shown on these listings.

Custom Orders, Made to Order Items, Personalised Items & Memory Books

In accordance with the UK Distance Selling Regulations ‘made to order’, ‘custom made orders’ and personalised items are exempt from the Distance Selling Regulation return policy. 

This applies to Custom Orders, Made to Order Items, personalised items and Memory Books and for any items where you choose your own paper, card or any other fabric/criteria to make up your item.  This also applies if you have requested that Billy & Ralph by craisymissdaisy choose the book/product items on your behalf.

‘Returns not Accepted’ will be shown on all items that are exempt from returns.