Refund policy

At Held Forever Studio, we create every piece with care and intention. If something isn't right, please reach out to us first — we will always do our best to find a solution.

Ready-Made Items

We accept returns on ready-made (non-custom) items within 14 days of delivery, provided the item is unused, undamaged, and returned in its original packaging. Please contact us at official@heldforeverstudio.com before sending anything back. Return postage costs are the responsibility of the buyer unless the item arrived damaged or faulty. Once we receive and inspect the return, a refund will be issued within 5 business days to your original payment method.

Bespoke & Custom Orders

Because bespoke and personalised pieces are made specifically for you, they are non-refundable unless they arrive damaged or faulty. We photograph every item before dispatch as a record of condition. If your order arrives damaged, please contact us within 48 hours of delivery with photographs and we will resolve it promptly.

Digital Downloads

Our digital products — guides, printables and spreadsheets — are delivered as an instant download and are available to you immediately after purchase.

By placing an order for a digital product you are asking us to begin supplying it straight away, and you acknowledge that once the download has been made available to you, the 14-day right to cancel under the Consumer Contracts Regulations 2013 no longer applies. We cannot accept a return or issue a refund on a digital product on the basis of a change of mind once it has been made available to download.

That is the only right you give up. If a file is faulty, will not download, will not open, or is not as described, please email us at official@heldforeverstudio.com and we will fix it or refund you in full. The return conditions set out above — unused, undamaged, original packaging — apply to physical items only and cannot apply to a download.

Damaged or Faulty Items

Please email us at official@heldforeverstudio.com within 48 hours of receipt with your order number and clear photographs. We will offer a replacement or full refund, including return postage where applicable.

Your Statutory Rights

Nothing in these policies affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.