Returns & Refund Policy

ALP Creations

At ALP Creations, every piece is handmade with care and attention to detail. Many of our items are custom-made to your chosen colours, names, and design preferences. Because of this, our returns policy is designed to be fair, transparent, and protective of both you and our small handmade business.

This policy does not affect your statutory rights under UK consumer law.

1. Your Right to Cancel (Non-Personalised Items Only)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item — unless the item is personalised or made to your specific requirements.

To exercise your right to cancel:

You must notify us in writing within 14 days of delivery confirmation.

Items must be returned unused, in their original condition and packaging.

Return shipping costs are the responsibility of the customer.

Refunds will be processed within 14 days of us receiving the returned item.

2. Personalised & Made-to-Order Items

The majority of ALP Creations products are made to order and personalised to your specification.

Personalised, customised, or made-to-order items are non-refundable and non-returnable unless faulty.

This includes:

Items with names, initials, or custom wording

Custom colour combinations

Design choices confirmed during TikTok Live or via message

Items created to your requested theme or specification

Once you have:

Approved a design

Confirmed spelling

Selected colours or details

You accept responsibility for those choices. Errors in spelling or design that were approved by you cannot be refunded or remade free of charge.

This policy is in line with UK consumer law regarding bespoke and personalised goods.

3. Handmade Variations & Colour Differences

As all items are handmade:

Small variations in bead placement, spacing, or finish may occur.

Colours may appear slightly different due to screen settings or lighting.

Minor handmade characteristics are not considered faults.

These are part of the uniqueness of handmade products.

4. Damaged or Faulty Items

We carefully package all orders to ensure they arrive safely. However, if your item arrives damaged or faulty, please contact us within 48 hours of delivery confirmation.

You must provide:

Your order number

Clear photographs of the item

Photographs of the outer packaging

Once assessed, we will offer:

A repair

A replacement

Or a refund where appropriate

We reserve the right to request the return of faulty items before issuing a refund.

5. How to Request a Return (Where Eligible)

To request a return, please email:

📧 hello@alpcreations.co.uk

Include:

Your order number

The reason for return

Supporting photos (if applicable)

Returns must not be sent without prior approval.

Customers are responsible for return postage costs unless the item is confirmed faulty. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

6. Refund Processing

Once a return has been received and inspected:

Refunds will be issued to the original payment method.

We aim to process refunds within 7–10 business days of approval.

Original delivery charges are non-refundable unless the return is due to our error.

If you paid using Klarna:

Refunds will be reported to Klarna immediately once processed.

Klarna will adjust your statement accordingly in line with their terms.

Please note: Processing times may vary depending on your payment provider.

7. Exchanges

We do not offer direct exchanges.

If you wish to order a different item:

Please return the eligible item (if applicable).

Place a new order separately.

8. Hygiene & Safety

For hygiene reasons, items that come into contact with the mouth (including straw toppers and drinkware accessories) cannot be returned once opened unless faulty.

9. Contact Details

ALP Creations
203 Copperfield
Chigwell
Essex
IG7 5NJ