Returns & Exchanges

We want you to be absolutely delighted with your Alexa Monroe Design purchase. Please read our returns policy below so you know what to expect.

Personalised & Made-to-Order Items

As all of our prints are personalised and made to order specifically for you, we are unfortunately unable to accept returns, exchanges, or offer refunds simply due to a change of mind. This is in accordance with the Consumer Contracts Regulations 2013, which exempt bespoke and personalised goods from the standard 14-day cooling-off period.

We strongly recommend double-checking all personalisation details — including spelling, dates, and locations — before placing your order.

Damaged or Faulty Items

If your order arrives damaged, faulty, or is not what you ordered, we will of course put it right. In these circumstances, we will offer:

A full replacement printed and dispatched at no extra cost
Or a full refund, including any delivery charges paid

To help us resolve the issue as quickly as possible, please:

Contact us within 14 days of receiving your order
Include your order number
Provide a clear photograph showing the damage or fault
Describe the issue briefly

Errors in Personalisation

If we have made an error in your personalisation (for example, a misspelling that does not match the details you provided at checkout), we will reprint and resend your order free of charge. If the error was made on your end when entering the details, we may not be able to offer a free reprint, but please get in touch and we will do our best to help at a reduced cost.

How to Contact Us

If you need to report a problem or have any questions about your order, please contact us with your order number and details of the issue. We aim to respond to all queries within 1 to 2 working days and will always work with you to find a fair resolution.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. For further information, you can visit the Citizens Advice website.

Returns & Exchanges