Order support
When plans change
How cancellations, damaged items, returns, replacements and refunds are handled.
Changing or cancelling an order
Contact us immediately with your order number. We will try to help, but a cancellation or change is not guaranteed after production, personalisation, packing or dispatch has begun.
Personalised and made-to-order products
Items created to your specifications generally cannot be returned for a change of mind. This does not affect the resolution available if the product arrives damaged, defective or different from the confirmed order.
Damaged, defective or incorrect items
Contact support promptly after delivery. Include the order number and clear photographs of the item, outer packaging and shipping label. Please keep the product and packaging while we review the issue.
Return approval
Do not send an item back without receiving return instructions. If a return is approved, we will explain the address, packaging and shipping process. Products should be returned with their original components unless we advise otherwise.
Refunds and replacements
After review, an eligible case may be resolved with a replacement, correction, store credit or refund as appropriate. Approved refunds are normally sent to the original payment method; the time taken to appear depends on the bank or payment provider.
Email support@quillingtreasures.com or message us on WhatsApp with your order number.