Clients are always kept upto date with the progress of their design, alterations can be discussed if the item is not suitable at any point before delivery. A final photo of the headpiece / fascinator is always sent via email, so if any alterations are needed or the customer is not happy then the design can be alterted to suit. Therefore refunds can only be given if the item is lost in the post. (Refunds are given less deposit and p&p. Express Service' fees are non refundable.)