Returns, reprints and refunds

Last updated 1 October 2026

If a print does not match the preview you approved, or it arrives faulty, we reprint it free. Just email us a photo. You do not need to send anything back unless we ask.

Our free reprint promise

Nothing is printed until you approve a real-size preview. If what arrives does not match that preview, or it is misprinted or damaged, we will reprint it free.

  1. Email [email protected] within 30 days of delivery.
  2. Include your order number and a photo of the problem.
  3. We will reply, and send the reprint as soon as it is made. We pay the postage.

If you chose to keep your drawing only until your order arrives, we keep it until 30 days after your order is delivered (or posted, if we don't hear it was delivered), so we can reprint it free. After that it is deleted, so we may ask you to upload it again.

Would you rather have your money back for a faulty item? Tell us: your legal rights below apply as well as the reprint promise.

Faulty items: your legal rights

Under the Consumer Rights Act 2015, what you buy must be of satisfactory quality, fit for purpose and as described. If it is not:

  • Within 30 days of delivery, you can reject it and get a full refund.
  • After 30 days, you are entitled to a repair or replacement. If that does not fix the problem, you can ask for a price reduction or a refund.
  • If we ask you to send a faulty item back, we pay the cost of returning it.

Our reprint promise is in addition to these rights and does not replace them.

Change of mind

When you buy online you usually have 14 days to cancel. That right does not apply to goods made to your specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts Regulations 2013). Every item we make carries your child's drawing and name, so once you have approved your design and paid, we cannot take it back or refund it for a change of mind.

This does not affect your rights if an item is faulty, misprinted or not as described.

Changing or cancelling an order

Spotted a mistake, such as a misspelt name? Email [email protected] as soon as you can with your order number. If we have not started making your order, we will happily correct it, or cancel it and refund you in full. Once printing has started, we may not be able to change it.

How refunds are paid

Refunds go back to the card or wallet you paid with, through our payment provider Stripe. We send a refund within 14 days of agreeing that you are entitled to one. It usually takes 5 to 10 working days, depending on your bank to show on your statement. We email you when the refund is sent.

How to contact us

Email [email protected] with your order number. See our contact page for when we reply. If you are not happy with how we have dealt with a problem, you can make a complaint.

For delivery times and prices, see delivery. These terms sit alongside our terms of sale.