Returns & Refunds Policy
Last updated: 30th April 2026.
At Clair de Lune Illustrate, we are committed to providing high-quality services and personalised artwork. Please read our returns policy carefully, particularly regarding custom-made items, which are subject to specific rules under UK law.
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Custom Artwork and Personalised Items
Personalised or made-to-order items (including commissioned artwork, custom prints, table plans and named place cards) are exempt from the standard 14-day change-of-mind cancellation right once production has begun.
- Customised prints or artwork
- Personalised commissions
This is in line with your rights under the Consumer Contracts Regulations 2013, which exclude personalised or made-to-order items from the standard 14-day cancellation period.
However, if your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery. We will work with you to provide a suitable resolution, which may include a replacement or refund.
Table Plan and Place-card Services
Full payment is required at the time of booking unless otherwise agreed.
30% of the total price is allocated as a non-refundable booking, reservation and design fee. This covers reserving your production slot, administration, consultations and initial design preparation.
If you cancel your booking:
- Before any design work has started: 70% refundable (30% booking fee retained)
- After design work has started but before production, any refund may be reduced to reflect work completed and reasonable costs incurred in preparing your order
- Once personalised printing/production has begun: additional sums may be non-refundable
- Within 4 weeks of the wedding date: refunds may be limited due to reserved capacity and production scheduling
Where possible, we may offer one date transfer subject to availability.
Live Guest Illustration
Please see your invoice terms for the refund and cancellation policy relating to this booking.
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Non-Custom Items
If you purchase non-personalised artwork (e.g., non-custom prints), you have the right to cancel and return your order within 14 days of receiving it, without giving a reason.
To be eligible:
- Items must be unused and in their original condition.
- You must notify us in writing within 14 days of receiving your item, and return the item within 14 days of cancellation.
- Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
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Refunds
Once we receive and inspect your return (if applicable), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7 working days.
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Services
Design consultations and other creative services are non-refundable once the service has commenced, unless otherwise agreed in writing.
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Contact Us
For any questions or to request a return, please email: clair@clairdeluneillustrate.co.uk.
Please include your order number, details of the issue, and photos if the item is damaged.