Returns
Returns & refunds
Every print is made to order, so we can't accept returns or exchanges for change of mind. But if your order arrives damaged, or with a fault on our end, tell us within 30 days of delivery and we'll reprint it at no extra cost, or refund you in full.
What's covered
These are the three things we treat as our fault. A photo is needed for all of them, because it is what lets us get the lab to put it right.
Damaged in transit
Dented, cracked, torn or water-marked on arrival. Send us a photo within 30 days of delivery and we'll reprint it at no extra cost, or refund you in full.
A fault in the print
Banding, a colour cast, a crop that came out wrong, anything that left our lab faulty. Send a photo and we'll reprint it at no extra cost, or refund you in full.
Not what you ordered
The wrong course, style, size or frame against your order. Send a photo and we'll reprint it at no extra cost, or refund you in full.
What's not covered
Every print is made one at a time for one person, which is why the guarantee is about faults rather than second thoughts.
Change of mind
Every print is made to order, so we can't accept returns or exchanges for change of mind. That covers changing your mind about the course, the style, the size or the frame once the order is placed.
Details you supplied
Your layout, text and details print exactly as shown, so a spelling, date or layout choice on your side is not a fault on our end and is not covered by the guarantee. Tell us anyway and we will come back to you with your options.
Screen colour
Printed colours shift slightly from what your screen shows: screens are backlit, paper isn't. A slight shift from what your screen showed is not, on its own, a fault in the print.
How to make a claim
Start the request
Use the returns link in your delivery email, or contact us with your order number and we will send you one.
Tell us what went wrong
Pick a reason and describe the problem. A photo is required for damage, print faults and wrong-item reports, because it is what lets us get the lab to put it right.
We review it
A person reads every request. Nothing is decided automatically, and we will come back to you within 2 business days.
Reprint or refund
An approved reprint goes back into production straight away. A refund goes to your original payment method and usually takes 5-10 business days to reach you, depending on your bank.
Refunds and timings
Nothing has to be posted back to us: a photo is enough.
Need to report a problem with your order? Contact our support team with your order number and a photo of the issue. This policy forms part of our terms of service, and delivery times and regions are on our shipping and delivery page.