Refund policy
Returns and Refunds at Indigo Cherry
Last updated: 21 October 2026
We want every gift you buy from us to be one you are glad you chose. If something is not right, this page explains exactly what to do and what you are entitled to. Nothing here takes away your legal rights.
What you can do depends on which of three things you bought, and every product page says which it is:
| What you ordered | If you change your mind | If it is faulty or wrong |
|---|---|---|
| Digital download | No return once you have downloaded it | Always put right or refunded |
| Personalised item | No return, as your names are printed on it | Always put right or refunded |
| Everything else | 14 days to tell us, 14 more to send it back | Always put right or refunded |
Whatever you bought, if it is faulty, damaged or not what you ordered, you are covered. That never changes.
Digital downloads
Because a download cannot be given back, the law lets us treat these differently, and you will be asked to tick a box at checkout agreeing to that before you buy. Once you have started downloading, the sale is final.
Until you download it, you may still cancel for a full refund — just email us.
None of this applies if something is wrong with the file. If it will not open, will not print properly, or is not what the listing described, email us and we will fix it or refund you in full.
Personalised items
Prints carrying a name, a date or any other detail you gave us cannot be returned or resold, so we are not able to take them back once they are made.
We will always send you a proof to check before anything is printed. Please read it carefully — spellings especially — because once you approve it and we print, we cannot undo it. If we make a mistake against what you approved, that is entirely on us and we will reprint at our cost.
Everything else — if you change your mind
You have 14 days from the day your order arrives to tell us you would like to cancel, for any reason at all. You do not need to give us one.
Once you have told us, you then have a further 14 days to send the item back.
To start a return, email us at indigocherry2025@gmail.com with your order number and the item you would like to return. We will reply with the return address and simple instructions. Please email us first rather than posting anything back on your own, as we cannot process a return we are not expecting.
The cost of return postage is yours to cover when you have simply changed your mind. We recommend a tracked service, as the parcel remains your responsibility until it reaches us.
If something is faulty, damaged or not what you ordered
This is different, and you are not out of pocket.
You have 30 days from delivery to reject a faulty item and receive a full refund. Beyond that, and for up to six months, we will repair or replace it, or refund you if that is not possible.
Email us at indigocherry2025@gmail.com with your order number and a photograph of the problem. A photo usually means we can put things right immediately without you posting anything back at all. Where we do need the item returned, we pay the postage.
Your refund
Once your return reaches us and we have checked it, we will refund you within 14 days, to the same card or account you paid with.
If you are returning a whole order because you changed your mind, we also refund what you paid for standard delivery. If you chose a faster delivery option, we refund the standard rate.
Your bank will usually take a further three to five working days to show the money in your account.
The condition items come back in
You are welcome to unwrap an item and look at it the way you would in a shop. Please do not wear, use or damage it. If an item comes back to us in a condition that we cannot sell it in, we may reduce your refund to reflect that loss in value.
Where an item arrived in a gift box or presentation pouch, please send that back with it.
What we cannot accept back
- Digital downloads, once downloaded, and personalised items — both explained above
- Sealed items that have been opened, where returning them would not be hygienic
- Gift cards
Cancelling before your order is dispatched
Email us as soon as you can with your order number. If your order has not yet gone to be packed, we will cancel it and refund you in full straight away. Once an order is on its way, please follow the returns process above.
If a parcel does not reach you
Please check the delivery address on your confirmation email carefully as soon as it arrives. If it is wrong, email us within 24 hours and we will correct it if we still can. We cannot refund orders sent to an address entered incorrectly at checkout, though we will always try to help.
If your parcel is late, please see our Shipping Policy, which explains when to get in touch and what we will do.
Getting in touch
Email indigocherry2025@gmail.com and we reply as soon as we can, and always within 48 hours. We are a small business, so you will be dealing with a real person rather than a call centre.
Indigo Cherry is the trading name of Sharmaine (Cherry) Lenaghan, a sole trader based in the United Kingdom. Our return address is provided by email when a return is agreed.