Returns & Refunds Policy
Last updated: September 2026
At Millie’s Party Box, we want you to be happy with your order. Every party box is carefully prepared and packed by us, and where applicable, personalised specifically for your celebration.
Please read the following policy before placing your order.
1. Personalised & Made-to-Order Party Boxes
Many of our party boxes are prepared specifically for your order and may include a personalised tag, name or message.
Because personalised or customised products are made to your specifications, they are generally exempt from the standard 14-day cooling-off right that applies to many online purchases.
For this reason, we are unable to accept returns simply because you have changed your mind once we have started preparing or personalising your order.
Please carefully check the spelling of any names, messages and other personalised information provided when placing your order.
2. Cancelling an Order
If you need to cancel your order, please contact us as soon as possible.
If your order has not yet been prepared, personalised or dispatched, we will do our best to accommodate your cancellation.
Once your order has been prepared, personalised or dispatched, cancellation may no longer be possible.
If your order is eligible for cancellation, any refund will be processed to the original payment method.
3. Incorrect, Damaged or Faulty Items
We take great care when preparing every Millie’s Party Box. However, if your order arrives:
- damaged;
- faulty;
- incomplete;
- incorrect; or
- significantly different from what you ordered,
please contact us as soon as possible after receiving your order.
Please include your order number and clear photographs showing the problem so that we can investigate and arrange an appropriate solution.
Depending on the circumstances, this may include a replacement, repair or refund. Your statutory consumer rights are not affected by this policy.
4. Personalisation Errors
Please check all personalised information carefully before submitting your order.
If a spelling or personalisation error was entered by the customer when placing the order, we cannot be responsible for the mistake.
If the error was made by Millie’s Party Box, please contact us and we will work with you to resolve the issue.
5. Unwanted or Change-of-Mind Returns
For standard, non-personalised goods purchased online, UK consumer law may provide a 14-day cancellation period, followed by a further 14 days to return the goods.
However, this does not generally apply to personalised or customised products.
If you believe your order qualifies for a return, please contact us before sending anything back. We will confirm whether the item is eligible and provide return instructions.
6. Return Postage
Where a return is agreed because an item is faulty, damaged, incorrect or not as described, we will discuss the appropriate return arrangements with you.
Where a return is permitted because you have changed your mind about an eligible non-personalised item, the applicable return postage arrangements will be confirmed when your return is authorised.
Please do not send items back without contacting us first.
7. Refunds
Where a refund is agreed, we will process it using the original payment method wherever possible.
Refund times can vary depending on your payment provider or bank.
Where UK consumer law requires a refund, we will comply with the applicable statutory timescales.
8. Delivery Problems
If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate.
If your parcel appears to have been damaged during delivery, please take photographs of the packaging and the contents and contact us as soon as possible.
9. Our Commitment
We are a small family business and every Millie’s Party Box is prepared with care.
If something isn't right with your order, please contact us before leaving a review or opening a dispute. We will always do our best to understand what has happened and find a fair solution.
Contact Us
For any questions regarding returns, refunds or your order, please contact Millie’s Party Box through our website:
Your statutory consumer rights are not affected by anything contained in this Returns & Refunds Policy.