Refund policy

Returns & Refund Policy

Our Commitment

Every AnyPlaceInTime piece is made to order, by hand, specifically for you. Because of this, we are unable to accept returns or offer refunds on personalised items except in the circumstances outlined below.

Please read carefully before ordering.

Personalised & Custom Orders

All Custom Location Frames and personalised Icons Collection pieces are non-returnable and non-refundable once production has begun.

This includes all orders where you have provided:

  • A custom location
  • Custom plaque text (names, dates, coordinates)
  • A chosen frame colour or pin style

We begin production within 24 hours of order confirmation. Please ensure all details submitted are correct before completing your purchase.

Errors Made by You

We are not liable for mistakes in information provided by the customer, including but not limited to:

  • Incorrect location submitted
  • Spelling errors in plaque text
  • Wrong date entered
  • Incorrect pin selection

Please double-check all details at checkout. If you spot an error immediately after ordering, contact us at contact@anyplaceintime.com as soon as possible. We will do everything we can to correct it if production has not yet begun, but this cannot be guaranteed.

Errors Made by Us

If your item arrives with an error caused by us — including incorrect location, wrong plaque text, or wrong frame colour — we will remake and reship your order at no cost to you.

To report a production error:

  1. Email contact@anyplaceintime.com within 7 days of delivery
  2. Include your order number and a clear photo of the item
  3. We will confirm and begin a replacement within 2 business days

Damaged in Transit

We pack every order carefully, but occasionally damage occurs during shipping. If your item arrives damaged:

  1. Photograph the damage immediately, including packaging
  2. Email contact@anyplaceintime.com within 48 hours of delivery
  3. Include your order number and photos
  4. We will offer a full remake and reship at no cost, or a full refund at your discretion

We may request the damaged item be returned before processing. Return postage will be covered by AnyPlaceInTime in this case.

Non-Personalised Icons Collection (Base)

Icons Collection pieces without custom plaques may be eligible for return within 14 days of delivery, provided:

  • Item is unused and in original packaging
  • You contact us before returning
  • Return postage is covered by the customer

Refund will be issued within 5 business days of receiving the returned item in satisfactory condition.

Order Cancellations

Custom orders may be cancelled within 2 hours of purchase for a full refund, provided production has not begun. After this window, cancellations cannot be accepted.

To cancel, email contact@anyplaceintime.com immediately with your order number in the subject line.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. Personalised and custom-made goods are exempt from the standard 14-day cooling-off period under UK law, which is why we are unable to accept change-of-mind returns on bespoke items.

Contact

For any questions regarding your order:

Email: contact@anyplaceintime.com
Response time: within 1 business day

AnyPlaceInTime is a UK-based business. This policy is governed by the laws of England and Wales.