We hope you love your Ryella order. If there is a problem, please contact us and we will do our best to help.

Personalised and custom-made items

Because personalised and custom-made products are created specifically for you, they cannot normally be cancelled, returned or exchanged if you change your mind. This includes products made with a chosen name, age, wording, colour or design.

Faulty, damaged or incorrect items

Your legal rights still apply to personalised products. If your item arrives faulty, damaged, not as described or different from what you ordered, please contact us with your order number and clear photographs of the item. We will arrange an appropriate replacement, repair or refund in accordance with your statutory rights.

Non-personalised items

If an item has not been personalised or custom-made, you may tell us that you wish to cancel within 14 days of receiving it. You then have a further 14 days to return it. The item should be unused and returned in its original condition.

Return postage

For an eligible change-of-mind return, the customer is responsible for the return postage cost. If an item is faulty, damaged or incorrect, Ryella will cover reasonable return postage where a return is required. Please contact us before sending anything back.

Refunds

Approved refunds will be issued to the original payment method. For eligible cancellations, refunds will be processed within 14 days of receiving the returned item or evidence that it has been sent back. Where required by law, the original standard delivery charge will also be refunded; additional charges for an upgraded delivery service are not refundable beyond the standard delivery cost.