Returns &
refunds policy.

We want every handmade order to arrive exactly as expected. This policy explains how returns, cancellations, refunds and faulty-item claims work.

This policy applies to purchases from Toodle-Loo Textiles, including orders made through our website, social-media messages, email, telephone, pop-up stalls and other direct channels. It should be read alongside our Website Terms & Conditions and our Privacy Policy.

This policy does not reduce or exclude any legal rights you may have.

Quick summary

In short: every Toodle-Loo item is handmade to order, so personalised items can't be returned or exchanged simply because you've changed your mind — but if your item arrives faulty, damaged or not what you ordered, we'll always put it right.

1. Who we are

• Trading name: Toodle-Loo Textiles
• Legal name: David Palmer trading as Toodle-Loo Textiles
• Business address: 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR
• Email: info@toodlelootextiles.store
• Telephone: 01917 511923
• VAT status: Not VAT registered

We make custom-designed and personalised products by hand to order, including t-shirts, tote bags, embroidered handkerchiefs, personalised trucker caps, hoodies, bibs and small accessories.

Our main printing techniques are:

• Vinyl Print, used for bold graphics, sharp lines and special texture effects; and
• DTF Print (Direct-to-Film), used for vibrant, full-colour and high-detail designs.

Because our products are handmade to order, there may be minor variations in colour, placement, texture or finish. A minor handmade variation that does not affect the quality, description or use of the item is not normally a fault.

2. Change-of-mind cancellations for standard goods

If you buy standard, non-personalised goods online or through another distance-selling method, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually give you a 14-day right to cancel without giving a reason.

When the 14-day period starts

For goods, the cancellation period normally starts on the day after you, or someone you nominate, physically receives the goods.

If your order is delivered in separate parts, lots or items, the cancellation period normally ends 14 days after the day after you receive the final part, lot or item.

You must tell us that you want to cancel within that 14-day period.

How to cancel

To cancel, contact us by:

• email: info@toodlelootextiles.store;
• telephone: 01917 511923; or
• post at: 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR.

Please include your order number and tell us clearly that you wish to cancel. You may use the following wording, but you do not have to:

To: David Palmer trading as Toodle-Loo Textiles, 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR, info@toodlelootextiles.store

I hereby give notice that I cancel my contract for the sale of the following goods:
[Describe the goods]

Ordered on / received on: [DATE]
Order number: [ORDER NUMBER]
Customer name: [NAME]
Customer address: [ADDRESS]

Signed: [Only required if this form is sent on paper]
Date: [DATE]

You may also cancel by sending a clear written statement that you wish to cancel. You do not have to give a reason.

Returning the goods

After telling us that you want to cancel, you must send the goods back to us without undue delay and no later than 14 days after telling us about the cancellation.

You pay the return postage for change-of-mind returns. Unless we have agreed otherwise, you are responsible for the direct cost of returning goods that are not faulty, incorrect or misdescribed — the return postage is not refunded by us. We recommend using a tracked service and keeping proof of postage.

You must take reasonable care of the goods while they are in your possession. You may handle and inspect them in the same way you would reasonably be able to in a shop. If you handle them beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a reasonable deduction from your refund for any resulting reduction in value.

Refunds for change-of-mind cancellations

Where you validly cancel a standard, non-personalised order, we will refund:

• the price paid for the goods; and
• the cost of the cheapest standard shipping option we offered.

We do not have to refund any extra amount paid for an enhanced or express shipping option where you chose a more expensive method.

We will normally issue the refund without undue delay and no later than 14 days after the earliest of:

• the day we receive the returned goods; or
• the day you provide evidence that you have sent the goods back.

We may wait to refund until we receive the goods or receive evidence of their return, unless we have offered to collect them.

Refunds will normally be made using the same payment method used for the original transaction, unless we agree another method with you. We will not charge a fee for making a refund.

3. Personalised and bespoke goods

The 14-day change-of-mind cancellation right does not normally apply to goods made to your specification or goods that are clearly personalised.

This is because a personalised item may not be suitable for resale to another customer.

Examples include:

• a t-shirt printed with your name, wording, date or photograph;
• a tote bag using artwork or text created specifically for you;
• a trucker cap in a one-off colourway or design selected for your order;
• an item made using artwork you supply;
• a custom hoodie, bib or accessory created to your individual instructions; and
• a design created uniquely for your event, group or occasion.

We will make this clear before you place the order. Once you approve the design or provide the required personalisation, we may begin preparing or making the item.

A personalised or bespoke item cannot normally be returned simply because you have changed your mind, selected the wrong design or no longer want it.

This does not affect your legal rights if the item is:

• faulty;
• damaged before it reaches you;
• incorrect;
• materially different from the approved design;
• not as described; or
• not of satisfactory quality or fit for its intended purpose.

4. Faulty, damaged, incorrect or misdescribed goods

Your rights under the Consumer Rights Act 2015 apply to all our goods, including personalised and bespoke goods.

Goods should be:

• of satisfactory quality;
• as described;
• fit for their usual purpose; and
• fit for any particular purpose you made known to us and which we accepted.

Please contact us as soon as reasonably possible if your item is faulty, damaged, incorrect or not as described.

Your statutory remedies

Depending on the circumstances, you may have the right to:

1. Reject the goods within 30 days and receive a refund under the short-term right to reject;
2. Ask for a repair or replacement, unless the requested remedy is impossible or disproportionate;
3. Ask for a price reduction; or
4. Exercise the final right to reject and receive a refund if repair or replacement is impossible, disproportionate, unsuccessful, not provided within a reasonable time, or causes significant inconvenience.

The 30-day short-term right to reject usually runs from the day after delivery. There are specific rules where repair or replacement is attempted, and the statutory time may be paused or extended.

Where a return is required because an item is faulty, incorrect or not as described, we will reimburse reasonable return shipping or arrange collection. We will also cover reasonable costs of repair or replacement.

The six-month presumption

If a fault appears within six months of delivery, the law generally presumes that the fault was present when the goods were delivered, unless the nature of the goods or the fault makes that presumption inappropriate, or we can show otherwise.

This is not an automatic six-month guarantee. The goods must still have failed to meet the required legal standards, and the nature of the problem will be considered.

5. How to start a return or faulty-item claim

Please contact us using:

• Email: info@toodlelootextiles.store
• Telephone: 01917 511923
• Post: 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR

Please provide:

• your name and contact details;
• your order number, if available;
• a description of the problem or reason for return;
• the date you received the item; and
• photographs, if available.

Photographs can help us understand what has happened and resolve the issue more quickly, but we will not require photographs as a condition of exercising your statutory rights.

Please keep the original packaging where possible until the issue has been resolved. If the item arrived damaged, the packaging may help us investigate the damage with the shipping provider.

We aim to:

• acknowledge your message within 3 working days; and
• provide a substantive response within 10 working days.

These response targets do not limit your statutory rights or prevent you from contacting us sooner where the matter is urgent.

6. Sending goods back to us

For a change-of-mind return, please:

• package the item securely;
• return it in a condition that allows us to inspect it;
• leave tags attached where reasonably possible;
• avoid washing or wearing it, except for reasonable handling to establish fit; and
• use a tracked return service and keep proof of postage.

For faulty, incorrect or misdescribed goods, please follow the instructions we provide. We may arrange collection, provide return instructions or ask you to send the item back.

For non-faulty returns, you remain responsible for the goods until we receive them. We cannot normally refund goods that are lost while being returned unless you can provide evidence that they were sent and the circumstances require a refund under applicable law.

7. Refunds

Refunds will normally be made within 14 days of the date on which we agree that a refund is due, or within the statutory period that applies to the type of return.

For a statutory change-of-mind cancellation, refunds will normally be made using the original payment method. Our current payment methods include:

• a Monzo payment link sent by message, text or email;
• tap-and-pay on the owner's business phone at a stall; and
• a numbered email invoice.

We do not store card numbers.

Where payment was made using a Monzo payment link, tap-and-pay or an invoice arrangement, the refund will normally be made back through the same route or by another method agreed with you.

For a valid change-of-mind cancellation, we refund the standard shipping charge but not any additional amount paid for enhanced shipping.

We cannot refund:

• the return postage for change-of-mind returns — return shipping is paid by you and is not refunded by us;
• any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods;
• the cost of enhanced shipping where standard shipping was available; or
• amounts that are not legally due to be refunded.

These exclusions do not apply where they would unlawfully restrict your statutory rights.

8. Exchanges

We may offer an exchange for a sizing issue where:

• the item is not personalised or bespoke;
• the item has not been washed or worn beyond reasonable handling to establish fit;
• the item is returned in suitable condition; and
• the replacement size or item is available.

Please contact us before sending anything back so that we can confirm availability and explain the process.

You may be responsible for return and replacement shipping for an exchange requested because of sizing or preference. We will not charge you return or replacement shipping where the item is faulty, incorrect or not as described.

Personalised or bespoke items are not normally eligible for exchange because of a change of mind or sizing preference. Any rights relating to faulty or incorrect goods remain unaffected.

9. Items we cannot accept as change-of-mind returns

Subject to your statutory rights, we cannot accept a change-of-mind return for:

• personalised or bespoke items;
• items made to your specifications;
• items printed with your supplied artwork, wording, photographs or other content;
• items that have been washed or worn beyond what is reasonably necessary to establish fit;
• items damaged through misuse, accident or improper storage;
• items damaged because care instructions were not followed;
• items altered after delivery; or
• items showing ordinary wear and tear.

This section does not remove or limit any legal right that cannot lawfully be excluded or restricted.

10. Care instructions

To help your printed or embroidered item last as long as possible:

• follow the care instructions on the garment or product label;
• wash printed items inside out;
• use a cold or low-temperature wash where the care label permits;
• avoid harsh chemicals and bleach unless the care label specifically permits them;
• do not iron directly onto a vinyl or DTF print; and
• do not tumble-dry unless the care label permits it.

Damage caused by failure to follow reasonable care instructions may not be a manufacturing fault. This does not affect your rights where the item was already faulty, incorrectly made or not as described.

11. Complaints and escalation

If you are unhappy with an item or with how we have handled a return, please contact us first:

• Email: info@toodlelootextiles.store
• Telephone: 01917 511923
• Post: 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR

We aim to acknowledge complaints within 3 working days and provide a substantive response within 10 working days.

If we cannot resolve the issue, we are not obliged to use an alternative dispute resolution (ADR) provider and we do not use one.

You may also seek help from Citizens Advice or pursue a legal remedy through the courts. You do not have to use an alternative dispute resolution service, and using one does not remove your legal rights.

12. Your statutory rights

Nothing in this policy affects your statutory rights.

This policy is in addition to your rights under, among other legislation:

• the Consumer Rights Act 2015; and
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this policy conflicts with a mandatory legal right, the mandatory legal right will apply.

This policy should be read together with our Website Terms & Conditions and Privacy Policy.

13. Contact details

Toodle-Loo Textiles
Legal name: David Palmer trading as Toodle-Loo Textiles
Business address: 36 South Market Street, Hetton-le-Hole, Sunderland, Tyne & Wear, DH5 9DR
Email: info@toodlelootextiles.store
Telephone: 01917 511923
VAT status: Not VAT registered

We are always happy to help with a return or product query, so please contact us as soon as possible if something does not look right.

Last updated: 14 October 2026