Delivery & Returns Policy

Made-to-Order Products

All products purchased through the In-Real App are custom-made and produced specifically for each customer. Items are manufactured based on the design, images, or specifications submitted at the time of order.

As a result, all products are fully bespoke and made to order, meaning they are created uniquely for you and cannot be resold.

Production Time

Orders require time to manufacture before they are shipped.

Manufacturing time: Up to 14 days from order confirmation.

Production may occasionally be completed sooner; however, customers should allow the full production window when placing an order.

Shipping & Delivery

Once manufacturing is complete, orders will be shipped to the address provided at checkout.

Estimated delivery times:

• United Kingdom: approximately 5–7 days
• International: approximately 7–14 days, depending on the selected shipping method and destination country.

Delivery times are estimates only and may vary due to customs processing, courier delays, or other circumstances beyond our control.

Customers are responsible for ensuring their shipping address is correct at the time of purchase.

Customs, Duties & Import Taxes

For international orders, customs duties, import taxes, and local fees may apply depending on the destination country.

These charges are the responsibility of the customer and are not included in the purchase price or shipping cost unless explicitly stated.

Returns & Refunds

Due to the customised, made-to-order nature of all products sold through the In-Real App:

We do not accept returns, exchanges, or cancellations once an order has been placed.

This policy applies because each product is manufactured specifically for the individual customer based on their submitted design or specifications.

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please contact our support team within 48 hours of delivery.

When contacting support, please include:

• Your order number
• Photographs of the item and packaging
• A description of the issue

Once reviewed, we will determine the appropriate resolution, which may include replacement or repair at our discretion.

Lost or Delayed Shipments

If a shipment is lost in transit or significantly delayed, we will work with the shipping carrier to investigate the issue and determine the appropriate next steps.

Contact

For any delivery or order enquiries, please contact our support team through the In-Real App.