Returns & refunds.

The short version

If what arrives is damaged, faulty or not what you ordered, tell us within 30 days and we will reprint it or refund you — you keep the original and there is nothing to send back unless we ask. Because every item is personalised, we cannot take items back simply because you have changed your mind.

Personalised items and change of mind

Everything we make is produced to your specification after you order, so it cannot be resold. For that reason the 14-day cancellation right that normally applies to online purchases does not apply here — this is the exemption for goods made to a consumer's specification or clearly personalised under the Consumer Contracts Regulations 2013.

This does not affect your rights if something is wrong with the item. Those rights are set out below and cannot be signed away.

Gift cards

Gift cards are sent as a code by email. You can cancel one within 14 days of buying it as long as the code has not been redeemed — once it has been used, in whole or in part, it cannot be refunded. Gift cards do not expire.

Damaged, faulty or wrong

Get in touch if your order:

• arrived damaged, or the packaging was crushed and the item inside affected
• has a printing defect — banding, smudging, misalignment, or colour that is clearly wrong rather than a normal screen-to-print variation
• is the wrong size, finish or design
• is missing part of a multi-item order

Send us your order reference, a short description, and clear photographs of the item and its packaging, within 30 days of delivery. Photographs let us raise the issue with the production facility, which is why we ask for them before reprinting.

We will reprint and resend at our cost, or refund you in full — your choice in most cases. Refunds go back to the card you paid with, normally within 5 to 10 working days of us approving them.

Your legal rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:

• within 30 days of delivery you can reject them and get a full refund
• after 30 days and within six months, we get one opportunity to repair or replace, and if that fails you can claim a refund
• after six months you may still have a claim, though you may need to show the fault was there at delivery

Our 30-day promise above sits alongside these rights and does not replace them. For more information, contact Citizens Advice on 0808 223 1133.

What is not a fault

To set expectations honestly:

• Colour variation. Screens emit light and paper reflects it, so a print is never an exact match for a monitor. Noticeable but reasonable variation is not a fault.
• Photo quality. A small, low-resolution or heavily compressed photograph prints softer than a sharp original. We flag this in the editor where we can, but we print what is supplied.
• Spelling, dates and details you entered. Please check your preview carefully — we reproduce exactly what you approve. If you spot a mistake immediately after ordering, contact us straight away; if it has not yet gone to print we can usually fix it.
• Map data. Maps are drawn from OpenStreetMap, which is community-maintained. An occasional missing street or renamed road reflects the underlying data rather than a printing fault.

If you are unsure whether something counts, ask us. We would rather look at a photo than have you live with a print you are unhappy with.

Cancelling before production

Production usually starts within a few hours of payment. Contact us as soon as possible and we will cancel and refund in full if your order has not yet gone to print. Once it has, we cannot cancel it.

Digital downloads

Digital files are supplied immediately, and you agree at checkout that you lose the right to cancel once you access the download. If a file is corrupt, will not open, or does not match what you ordered, tell us and we will replace it or refund you.

Gift orders

If you sent an order as a gift, contact us yourself rather than asking the recipient to — the contract is with you, and we can resolve it faster. We are happy to send a replacement directly to them.

How to contact us

Use our contact form. We reply Monday to Friday, 9am–5pm.

Full detail of the contract between us is in our terms and conditions.