Returns & Refunds

Everything in this shop is printed after you order it, specifically for you. That changes how returns work compared to a shop selling from stock — so here's exactly what we cover, what we don't, and how to get it sorted fast.

If it arrives damaged, defective or wrong, we replace it free

No return shipping, no restocking fee. Just send us a photo within 30 days of delivery.

✓ Covered — free replacement or refund

Item arrived damaged, cracked, bent or water-marked
Print defect — smudging, banding, misalignment, missing ink
Wrong item, wrong size or wrong quantity delivered
Quality clearly below the standard shown on the product page
Parcel confirmed lost in transit

Not covered

Change of mind, or "it didn't suit the room"
Ordering the wrong size, finish or frame by mistake
Typos or spelling errors in a personalized name you supplied
Low-resolution or incorrect artwork you uploaded
Minor colour variation between your screen and the print
Digital downloads once the files have been delivered

Why we can't accept change-of-mind returns

Our print partner produces each item to order and does not operate a return address — there is nowhere for an unwanted personalized item to go, and it can't be resold. Rather than pretend otherwise, we'd rather be upfront: please double-check your size, finish, frame and spelling before you check out. If you're unsure which size works for a wall or which mug style suits the person, email us first and we'll help you pick.

On colour: printing is a chemical process on physical paper, and screens are backlit. Small variations in tone between what you see on your monitor and what arrives are normal and aren't considered a defect. Anything beyond that — a genuine colour cast or misprint — is covered, so send us a photo and we'll judge it fairly.

How to make a claim

Email us within 30 days of delivery at the address on our contact page, with your order number in the subject line.
Attach photos. One clear photo of the issue, and one of the item next to the packaging it came in. For damaged parcels, a photo of the outer box helps a lot.
We review it with our print partner. Their quality team validates the claim — this usually takes 1–3 business days.
We make it right. Approved claims get a free replacement produced and shipped at no cost to you. If you'd rather not have a replacement, we'll refund the product price instead.

You never have to ship the faulty item back to us. Keep it, recycle it, or pass it on.

Lost, late and undelivered parcels

Lost in transit: report it within 30 days of the estimated delivery date and we'll replace the order free of charge.
Marked delivered but missing: check with neighbours and your building first, then contact us — we'll open a carrier trace.
Returned to sender: almost always an incomplete address. We'll refund the product price; the original shipping charge isn't refundable, and you're welcome to reorder with the corrected address.

Cancelling or changing an order

Email us within 12 hours of ordering and we'll cancel or amend it if production hasn't started. Once an item is in production it can't be cancelled, because it has already been made for you.

Digital downloads

Because files are delivered immediately and can't be returned, digital downloads are non-refundable once the download link has been sent. If a file is corrupt, won't open, or isn't what the listing described, tell us and we'll fix or refund it.

Refund timing

Approved refunds go back to the original payment method. We issue them within 2 business days of approval; your bank typically takes a further 3–10 business days to show it.

Your statutory rights

Nothing on this page limits any rights you have under consumer law in your country. Where local law grants a right of withdrawal that overrides the custom-goods exemption, that law takes precedence over this policy.