Refund policy

At Beit el Ahlam, every favour is composed by hand for the day you've imagined. Because each piece is personalised — with your event details, your message, and your chosen design — we approach refunds and returns differently to mass-produced goods. This page sets out clearly when refunds apply, when they do not, and your rights under UK law.

CANCELLATION BEFORE PRODUCTION BEGINS

If you change your mind, please write to us at hello@beitelahlam.com as soon as possible after placing your order. We will do our best to accommodate cancellations made within 24 hours of ordering, provided we have not yet begun preparing your favours. Once production has begun, your order is final because each piece carries details unique to you.

WHY PERSONALISED ORDERS CANNOT BE RETURNED FOR CHANGE OF MIND

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), goods that are made to the consumer's specifications or are clearly personalised are exempt from the standard 14-day right to cancel that applies to most online purchases. Every Beit el Ahlam order includes a personalised printed message, event date, and design choices submitted by you. For this reason, we are unable to accept returns or offer refunds for change of mind once production has begun.

IF YOUR ORDER ARRIVES DAMAGED

In the unlikely event your order arrives damaged in transit, please:

1. Write to us at hello@beitelahlam.com within 7 days of delivery
2. Include your order number and clear photographs of the damage, including the outer packaging
3. Retain the damaged items and packaging until we confirm how to proceed

Where damage occurred in transit or in our care, we will arrange a full refund or replacement at no cost to you.

IF YOUR ORDER IS FAULTY OR NOT AS DESCRIBED

Under the Consumer Rights Act 2015, you have the right to expect goods to be of satisfactory quality, fit for purpose, and as described. If your order does not meet these standards, please:

1. Write to us at hello@beitelahlam.com within 30 days of receipt
2. Include your order number, a description of the issue, and photographs where possible
3. We will respond within two working days

Depending on the nature of the fault, we will arrange a repair, replacement, or full refund in line with your statutory rights.

ERRORS IN PERSONALISATION

If we have printed your message incorrectly compared to what you submitted, this is our error and we will reprint or refund the affected items at no cost. Please write to us within 7 days of delivery with your order number and a photograph.

If the error is in the message text that you submitted to us (for example, a misspelling or wrong date you entered when ordering), we regret that we cannot refund or reprint, as your favours were produced to match your submission. We recommend reviewing your message carefully before placing your order.

NATURAL VARIATION IN HANDMADE GOODS

Each favour is finished by hand in our family studio. Small variations in ribbon shade, paper texture, finish, and natural materials are part of the handmade character of each piece and are not considered faults.

REFUND TIMING

Where a refund is due, we will process it to your original payment method within 5 working days of agreeing the resolution. Please allow up to 10 working days for the funds to appear in your account, depending on your bank.

YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights as a consumer under UK law, including those granted by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

CONTACT

If anything here is unclear, or you would prefer to discuss your situation in person, write to us at hello@beitelahlam.com. We respond within one working day, Monday to Friday.

Beit el Ahlam
London, United Kingdom