Refund policy
At Gordon's Flags, every flag is handcrafted to order. Because of this, our returns policy works a little differently to standard retail items.
Custom & Made-to-Order Items
As each flag is individually handcrafted once you place your order, it's treated as a bespoke/personalised item. Under UK consumer law (Consumer Contracts Regulations 2013), custom-made goods are exempt from the standard 14-day "change of mind" cancellation right that applies to standard, non-personalised products. This means once production has begun, we're unable to offer a refund simply for a change of mind.
Faulty or Damaged Items
This does not affect your right to a refund, repair, or replacement if your flag arrives faulty, damaged in transit. If this happens:
- Contact us within 7 days of delivery
- Include your order number and clear photos of the issue
- We'll arrange a repair, replacement, or refund as appropriate, at no extra cost to you
Cancelling Before Production
If you need to cancel or amend your order, please contact us as soon as possible. If your flag hasn't yet entered production, we'll cancel and refund in full. Once handcrafting has begun, we cannot offer a refund.
Incorrect Orders
If you've ordered the wrong design, size, or flag by mistake, get in touch as soon as possible. We'll do our best to accommodate a change before production starts, though we can't guarantee this once the item is underway.
How to Request a Return or Refund
Email us at Gordonflags77@outlook.com with your order number, and we'll get back to you within 5 business days.