Returns & refunds

Every MyMile piece is made to order and personalised to you, so we want you to be delighted with it. This policy explains where you stand.

Personalised items

Because each item is made specifically for you, it is exempt from the usual 14-day right to change your mind under the Consumer Contracts Regulations 2013 once we have begun production. Please check your preview, spelling, dates and choices carefully before you order. If you spot a mistake, email us straight away at hello@mymile.run and we will help if production has not yet started.

If something is wrong

Your statutory rights are unaffected. Under the Consumer Rights Act 2015, if your item arrives faulty, damaged, or materially different from what you ordered, you are entitled to a replacement or a refund. This is separate from the change-of-mind rules above and always applies.

How to report a problem

Email hello@mymile.run within 30 days of delivery with your order number and a photo of the issue. We will arrange a free replacement or a full refund, including any delivery you paid, without needing you to return a damaged item unless we ask. Refunds go back to your original payment method, usually within 14 days of us agreeing the refund.

Lost or delayed parcels

If your order has not arrived in a reasonable time, get in touch and we will chase it with our production partner and put it right.