Last updated: 15 October 2026
Cancellations
Orders can be cancelled within 24 hours of placing them, or before they are dispatched — whichever is earlier. Personalised or custom orders cannot be cancelled once production has started.
Damaged or incorrect items
If your order arrives damaged, defective or incorrect, please email us within 48 hours of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund.
Returns
As souvenirs are delicate and often made in small batches, we do not accept returns for change of mind. Items must be unused and in original packaging for any approved return.
Refund timelines
Approved refunds are processed to the original payment method within 5–7 business days. Your bank may take additional time to reflect the amount.
For any questions, write to us at hello@frommadras.com.