Long story short
Even sometimes our best efforts have hiccups, so don’t be afraid to get in touch.
If you need to return or discuss an order, then get hold of one of our pro-active Customer Service team. Not just friendly voices, super helpful too.
We want you to love your purchaseIf a product is faulty in any way, then we will redo it. Please call our in-house Customer Services team quoting your order number within 14 days of receiving your product, and we will act fast. A Customer Services representative will explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our customer care team. As per EU law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.
In most cases, remedy action is taken as soon we are clear on the issue via email, usually within in a few hours. If the fault cannot be verified over email, the item may be required to be returned to us for inspection. Please do not send a product back to Contrado without contacting a member of our team first, as we may be able to save you the trouble.
We are determined that you should be a happy customer, and we put in huge efforts to produce the best product we can. If it hasn't happened or if you are unsatisfied, please raise your concern so we can fix it and improve.
Sadly we cannot accept return of non-faulty goods because the bespoke product has been produced and customised specifically to order, therefore impossible to reuse.
- Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
- After 30 minutes: we handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.