Returns and Refunds
Last updated: September 2026
Every product we make is built for one child, with their name and their photographs, and cannot be resold to anyone else. So our policy is stated clearly up front — and it is why we let you see everything before you pay.
Personalised products
Once payment is taken and production begins, we cannot accept a return or exchange for a change of mind.
That is not a harsh term: you approve the character, or place your own photographs, before paying anything. If something is not right at that stage, do not continue.
When we do refund
If the product arrives damaged or with a printing defect.
If we printed something other than what you approved.
If the order does not arrive within a reasonable time of the stated window.
In those cases we will reprint at our cost or refund you in full — your choice.
How to claim
Email us within 14 days of receiving the order, with your order number and a photograph showing the problem. The address is in the privacy policy for your country.
We issue the refund within 3 working days of approving your claim. Your bank or card issuer then takes its own time to show it — usually 5–10 working days.
Before you pay
Before payment you can cancel or change anything at no cost. After payment, contact us quickly — if the order has not reached the printer we will try to change it.