Every item is printed to order with the artwork chosen for it, so it cannot be resold. That shapes the policy below. Nothing here removes the statutory rights you have where you live — including rights covering faulty goods, which apply whether or not an item was made to order.
Faulty, damaged or wrong items
If an item arrives damaged, misprinted, or is not what you ordered, contact us within 30 days of delivery with your order number and photos of the item and the packaging. We will reprint it or refund it in full, whichever you prefer. You will not normally need to send the item back.
Change of mind
Because items are personalised and made to order, we cannot accept returns simply because you changed your mind, and the usual right to cancel a distance sale does not apply to custom-made goods. If you contact us before production begins we will do our best to cancel or amend the order.
Cancelling an order
Orders usually go into production shortly after payment. Email us as soon as possible with your order number: if production has not started we cancel and refund in full; if it has, we cannot cancel.
Wrong or incomplete delivery address
If a parcel is returned to us because the address was wrong or incomplete, we will reship it once the correct address is confirmed, at the cost of reshipment. Please check the address carefully at checkout.
Lost parcels
If tracking shows no movement, or a parcel is confirmed lost in transit, contact us and we will reprint or refund the order. For unrecovered parcels marked delivered, we will investigate with the carrier before deciding.
Orders we cannot produce
If an order fails in production, is cancelled by our print partner, or is returned as undeliverable, we refund the full amount automatically to the original payment method and email you to explain.
How refunds are paid
Refunds go back to the original payment method through Stripe. We process them as soon as the outcome is agreed; how quickly the money appears is up to your bank, typically within 5 to 10 business days. Shipping costs are refunded when the fault is ours.
Chargebacks
Please contact us before raising a chargeback with your bank — it is almost always faster to resolve directly. Where an order is refunded or charged back, any developer commission on that sale is reversed.
For developers
Refunds triggered by production failures are automatic and do not count against your account. If your users report a recurring print quality problem, tell us with order numbers and photos so we can raise it with our print partner.
Contact
Questions about this page? Get in touch.