RETURNS
RETURNS & PROBLEMS
Hopefully everything is exactly as it should be. If it isn’t, here’s what you need to know about returns, damaged orders and problems with your print.
Something not right?
RETURNS & CANCELLATIONS
CAN I RETURN MY ORDER?
It depends on what you’ve ordered.
Most of our products are personalised or made specifically to your requirements. These products generally cannot be returned simply because you’ve changed your mind.
For non-personalised products, you normally have 14 days from receiving your order to tell us you’d like to cancel. You’ll then have another 14 days to return the items.
Unless we’ve agreed otherwise, you’ll be responsible for the cost of return postage for change-of-mind returns.
If something arrives faulty, damaged or incorrect, please get in touch. Your statutory rights still apply, including to personalised products.
CAN I CANCEL MY ORDER?
If you need to cancel, please get in touch as soon as possible.
For personalised or custom-made products, we may be able to cancel your order if we haven’t started designing or producing it.
Once work has started, cancellation may no longer be possible.
For non-personalised products, your statutory cancellation rights apply. You can normally cancel within 14 days of receiving your order, even if we’ve already started processing it.
CAN I CHANGE MY ORDER AFTER PLACING IT?
Possibly — but tell us quickly.
If we haven’t started production, we can usually make straightforward changes to things like wording, colours or personalisation.
Once your order is being made, changes may no longer be possible.
PERSONALISED ORDERS
CAN PERSONALISED ITEMS BE RETURNED?
Because personalised and custom-made products are made specifically for you, they generally can’t be returned because you’ve changed your mind or no longer need them.
If there’s a problem with the product itself or we’ve made a mistake, please get in touch.
WHAT IF I MADE A MISTAKE IN MY PERSONALISATION?
Please check names, dates, wording and other details carefully when ordering.
If you spot a mistake afterwards, tell us as soon as possible. If we haven’t started making your order yet, we’ll change it where we can.
If it’s already been produced using the information you supplied, we may need to charge for a replacement.
WHAT IF I APPROVED A PROOF WITH A MISTAKE?
Once you’ve approved a proof, we’ll make your order using that version.
If you notice something afterwards, contact us anyway. If it hasn’t gone into production yet, we may still be able to catch it.
Particularly check dates.
They’re surprisingly easy to stare directly at without actually reading.
If the finished product is faulty or differs from your approved proof, your statutory rights are unaffected.
SOMETHING'S WRONG
WHAT IF MY ORDER IS INCORRECT?
If we’ve made something differently from what you ordered or from the proof you approved, please let us know.
Send us your order number and a clear photo of the problem and we’ll take a look.
If we’ve made a mistake, we’ll put it right.
WHAT IF MY ORDER ARRIVES DAMAGED?
Please send us your order number and some clear photos of both the damaged item and the packaging.
Keep the packaging for the time being too, just in case we need it when looking into what happened during delivery.
We’ll let you know what happens next.
WHAT IF THERE'S A PROBLEM WITH THE PRINT?
Send us a photo and your order number so we can have a proper look.
Some small variation is normal with printing and finishing, but if something genuinely isn’t right, we’ll sort it.
REFUNDS & REPLACEMENTS
WILL YOU REPLACE SOMETHING IF IT'S WRONG?
Yes. If we’ve made a mistake, your order has arrived damaged or there’s a genuine problem with the product, please let us know.
Depending on what’s happened, we’ll arrange a replacement or refund as appropriate.
HOW ARE REFUNDS PROCESSED?
If you’re entitled to a refund, we’ll return the money to your original payment method unless we’ve agreed otherwise.
For eligible cancellations of non-personalised orders, your refund will also include the original standard delivery charge, where applicable. Any additional amount paid for an upgraded delivery service is non-refundable.
We’ll let you know once your refund has been processed.
HOW LONG WILL MY REFUND TAKE?
For eligible change-of-mind returns, we’ll issue your refund within 14 days of receiving the returned items or receiving evidence that you’ve sent them back, whichever is earlier.
If your order hasn’t been dispatched, we’ll refund you within 14 days of being notified of your cancellation.
For faulty or incorrect products, refunds will be processed in accordance with your statutory rights.
Once processed, refunds may take a few working days to appear in your account, depending on your bank or payment provider.
BEFORE RETURNING ANYTHING
DO I NEED TO CONTACT YOU FIRST?
Yes, please.
Send us your order number and let us know what’s happened before posting anything back.
If there’s a problem with the order, photos are particularly helpful – and in some cases we may not need the item returned at all.
We’ll let you know what to do next.
WHO PAYS FOR RETURN POSTAGE?
For change-of-mind returns of eligible non-personalised products, you’re responsible for the cost of returning the items to us.
We recommend using a tracked delivery service, as you’re responsible for ensuring the items reach us safely.
If your order is faulty, damaged or incorrect, we’ll cover reasonable return postage costs where a return is necessary.
Please contact us before returning anything so we can advise you on the next steps.
STILL STUCK?
Send us your order number and a photo of the problem where possible.
We’ll take a look and work out what needs to happen next.