Returns and Refunds Policy

We want you to be happy with your purchase. If there is a problem with your order, please contact us using the details below so we can investigate and help resolve it.

Cancellations

You can contact us to request cancellation of your order before it has been fulfilled. Please include your order number and contact us as soon as possible at bonnemarie@icloud.com

We’ll do our best to stop the order before production or fulfilment begins. If the order has already entered production, been fulfilled, or been dispatched, we may not be able to cancel it before delivery. In that case, please refer to the returns section below, where applicable.

If we accept your cancellation, we’ll refund the relevant payment to the original payment method. This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

Damaged, defective or incorrect prints

Lost or Damaged Parcels

If your order is lost or damaged in transit, please contact us and we will arrange a replacement or, where a replacement is not possible, provide a full refund.

We will offer a full refund or replacement where:

• Your goods arrive damaged.
• Your goods do not meet a reasonable expected standard of quality.
• Your goods do not match the product description or images on our website.

To request a refund or replacement, please contact us at bonnemarie@icloud.com with your order number and details of the issue. We may ask you to return the damaged or defective product at our expense.  

Please do not dispose of or alter the product before we have had the opportunity to investigate it. We may ask for photographs or other information to help assess the issue.  In most cases, photographic proof will be sufficient and the item will not need to be sent back.

Where appropriate, we may need to liaise with our print partner, but we will handle this for you.

Once the issue has been confirmed, we will arrange either a replacement or a full refund. 

Change-of-mind returns

If you would like to request a change-of-mind return or refund for change of mind, ordering the wrong item, or no longer wanting the product, please contact us within 14 days of delivery at our business email address bonnemarie@icloud.com. The item must be sent back within 14 days of notifying us to the returns address shown below. The product must be returned to us and should be unused, undamaged, and in its original condition.

If the final day of the return period falls on a weekend or public holiday, the deadline is extended to the next working day.

You are responsible for the cost of returning the product. 

Change of mind returns should be sent to:

Parcel | Courier Point Address (parcel and courier delivery only):

Bonne Marie Creative, Office 172344, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK

Customer Service Hours: Monday - Friday  10am - 4pm

Refunds

Refunds will be made to the original payment method used for your order. Once we receive the returned item, or you provide proof that it has been sent back, we will process your refund. Please allow up to 14 working days for the refund to appear in your account, depending on your payment provider.

Statutory rights

Nothing in this policy affects your legal rights as a consumer. If goods are faulty, damaged, not as described, or do not conform to applicable legal requirements, you may have rights to a repair, replacement, price reduction, or refund under applicable consumer law.

Contact us

To request an investigation, refund, or replacement, please contact:

Email: bonnemarie@icloud.com
Business name: Bonne Marie Creative

Please include your order number, proof of purchase, and a description of the issue.