Refund policy

Last updated: 11 August 2026

At DizzyKitten we want you to be completely happy with your purchase. Please read this policy carefully before ordering.

1. Non-Personalised (Stock) Items

You may return non-personalised items within 30 calendar days of receiving your order, provided:

• The item is unused, unworn and in its original condition
• It is returned in the original packaging (where applicable)
• Any sealing tags or labels are still intact

To start a return, please email us at sales@dizzykitten.co.uk with your order number and reason for return. We will reply with the return address and instructions.

Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are issued to the original payment method and exclude the original postage cost. Return postage is the responsibility of the customer unless the item is faulty or we made an error.

2. Personalised / Made-to-Order Items

Personalised and made-to-order items (including personalised baby grows, embroidered products, and custom slogan designs) cannot normally be returned or refunded. This is because they are made specifically for you and cannot be resold.

We will only accept returns on personalised items if:

• The item is faulty, or
• We have made an error (wrong design, incorrect personalisation, or defective print)

If you believe there is a fault or error, please contact us within 14 days of receiving the item with clear photos and your order number. We will arrange a free replacement or full refund (including return postage where applicable).

3. Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not as described, please contact us as soon as possible (ideally within 14 days) with photos. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund. We will cover the cost of return postage in these cases.

4. How to Return an Item

1. Email sales@dizzykitten.co.uk with your order number and reason for return.
2. Wait for our reply with the return address and any reference number.
3. Securely package the item and send it back (we recommend a tracked service).
4. Once we receive and inspect the item, we will confirm the outcome by email.

5. Refund Timeframes

• Refunds are usually processed within 5–10 working days of us receiving the returned item.
• It may take additional time for the refund to appear in your account depending on your bank or payment provider.

6. Exchanges

We do not currently offer direct exchanges. If you need a different size or colour, please return the original item for a refund and place a new order.

7. Contact Us

If you have any questions about returns or refunds, please get in touch:

Email: sales@dizzykitten.co.uk
Address: 9 Sussex Road, Southport, Merseyside, PR9 0SS
Phone: 07716 676869

We aim to reply to all enquiries within 1–2 working days.