Return Policy
At Black Excellence Grads, every stole is handled with care. Many of our products are personalised, custom-made or made to order, so please read this policy carefully before placing your order.
Last Updated: June 2026
1. Cancelling your order
If you wish to cancel your order, please email us within 48 hours of placing your order at:
Please include your order number and the reason for cancellation.
Once your order has been processed, personalised, approved for production or sent to our supplier, we may not be able to cancel it.
2. Personalised and custom-made items
Personalised and custom-made items cannot usually be returned or refunded unless they are faulty, damaged, incorrect or not as described.
This includes items personalised with details such as:
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Name
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Degree or course title
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Class year
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Flag choices
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Custom wording
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Logos, symbols or artwork
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Bespoke design details
Please check all spelling, dates, flags and personalisation details carefully before submitting your order and before approving your digital mockup.
3. Digital mockup approval
Personalised and bespoke stoles include a digital mockup for approval before production.
Please review your mockup carefully. Once you approve your mockup, production will begin based on the approved design.
If an error appears on your final stole because the approved mockup contained incorrect information provided or approved by you, we may not be able to offer a refund or replacement.
If we make an error that differs from the approved mockup, please contact us so we can review the issue.
4. Non-personalised items
For non-personalised items, such as plain stoles, you may request a return within 14 days of receiving your order.
Items must be:
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Unworn
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Unused
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In their original condition
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Returned in their original packaging where possible
To request a return, please email:
Please include your order number and reason for return.
5. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, please contact us within 48 hours of receiving your order.
Please include:
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Your order number
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A clear description of the issue
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Photos of the item and packaging
We will review the issue and confirm whether a replacement, correction or refund is appropriate.
6. Return postage
Unless the item is faulty, damaged, incorrect or not as described, customers are responsible for the cost of return postage.
We recommend using a tracked delivery service, as we cannot be responsible for returned items that are lost in transit.
Original shipping costs are non-refundable unless the item is faulty, damaged, incorrect or not as described.
7. Refunds
Once we receive and inspect your returned item, we will confirm whether your refund has been approved.
Approved refunds will be processed to your original payment method within 10 working days of receiving the returned item.
Please allow additional time for your bank or payment provider to process the refund.
8. Production and delivery times
Production times vary depending on the item ordered.
For personalised and bespoke stoles, please allow up to 21 days for production after your digital mockup has been approved. Delivery times are in addition to the production timeframe and depend on the shipping option selected at checkout.
We are not responsible for delays caused by incomplete order details, delayed mockup approval, courier delays or circumstances outside our control.
9. Return address
Please contact us before returning any item. We will confirm the correct return address once your return request has been reviewed.
Do not return items without contacting us first.