Returns and Refunds

We pride ourselves on delivering personalised, made-to-order products that bring your visions to life. We understand the importance of getting your order just right, and we're committed to ensuring your satisfaction with every purchase.

Our Returns and Refund Policy is designed to be transparent, fair, and straightforward, ensuring you feel confident and cared for throughout your shopping experience with us. Below, you'll find detailed information about how we handle cancellations, refunds, and other aspects related to your orders.

Please read the following policy carefully to understand how we manage returns, refunds, and cancellations.

If you have any questions or need clarification on any aspect of our policy, our dedicated customer service team is here to help. We're committed to providing the highest level of customer care and support.

Cancellations:

As our products are made-to-order and often sent into production shortly after an order is placed, we generally cannot accept cancellation requests once your order has been processed. However, we understand that there may be exceptions based on the stage of your order and the type of design process involved.

• Design Created Using Our Web to Print Editor: If your design was created using our web-to-print editor, a full refund can be issued provided the order has not entered production or been dispatched.
• Designs created by our design team: If our design team has already commenced work on your design and you wish to cancel, a fee will apply. However, if the order has not entered production, we are happy to issue a refund of 80% of the total order cost.

We encourage you to contact our customer service team as soon as possible if you need to cancel your order. For prompt assistance, we recommend contacting us by phone, as email correspondence may not always be received in a timely manner. Our team will diligently review your request and provide further guidance based on the specific circumstances of your order.

Please be aware that once your order has entered production or been dispatched, cancellation may not be feasible.

Defective or Damaged Items:

We understand that receiving a defective or damaged item is not what you expect when shopping with us. If, by any chance, your order arrives damaged or defective, please let us know within 5 days of receiving your order. Your satisfaction is our priority, and we appreciate your understanding in providing photographic evidence of the damage or defect. This helps us not only in improving our processes but also in evaluating any claims with the delivery carrier.

Rest assured, we will offer a free reprint for damaged items. Alternatively, if you decide to keep the item despite the damage, we may issue a partial refund as a gesture of goodwill.

Errors or Omissions:

Please note that it is the sole responsibility of the customer to carefully review their personalised designs for accuracy, including spelling and grammar, before approving the order. Once the order has been approved or placed by the customer, no changes can be made, and we cannot issue any refunds or reprints for errors or omissions.

Refund Process:

Refunds will only be issued in the event of a defective or damaged item and cannot be issued for any other reason due to the personalised nature of our products. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.

Exchanges:

While we strive to provide you with the best possible product, we regret to inform you that items cannot be exchanged, even in cases of defects or damages. We can only print the original approved design, and any alterations to the design will constitute a fresh new order.

Shipping Costs:

Shipping costs for returning items are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us:

If you have any questions about our Returns and Refund Policy or need assistance with a cancellation request, please contact us.

We reserve the right to amend this policy at any time without prior notice. Please review this policy periodically for any changes.