Refunds and replacements
We want every order to land well. If it doesn't, here's how we put it right — plainly, and without a fight.
The short version
A lot of what we make is custom, personalized or made to order, so as a rule we can't take things back simply for a change of mind. What we'll always put right — no quibble — is anything that turns up damaged or faulty: a free replacement or a refund. We look at every request on its own merits, and your statutory rights always apply.
Damaged in transit
If your order arrives damaged — a crushed box, broken pieces, torn film — send us a photo through our contact page within 14 days of delivery and we'll sort a replacement or a refund at no cost. No need to send the damaged one back; recycle it or pass it on.
A fault with what arrived
If there's a fault — a printing error, a mis-cut, missing or broken pieces, or the wrong item — send us a photo through our contact page within 14 days. We'll replace it or refund you, whichever you'd prefer. You don't need to return the faulty one.
Change of mind
Because so much of what we make is custom, personalized or made to order, we generally don't offer change-of-mind refunds — once something's printed to your photo or made to your spec, we can't simply put it back on the shelf. That's a starting point rather than a hard wall: we look at every request case by case, so if you've a genuine reason, get in touch through our contact page and we'll see what we can do. And if you catch a made-to-order item before production starts — a short window after checkout — we can cancel it and refund in full.
Custom photo puzzles: print sharpness
This one's specific to custom photo puzzles. The configurator shows you a sharpness rating and the largest size your photo will print cleanly. If you go past a softness warning and the result looks softer than you'd hoped, that's not something we can refund — the warning is the checkpoint we both rely on. We will reprint it at a smaller size for half off the difference.
How refunds are paid
When a refund is due, it goes back to your original payment method, usually within 5 to 10 working days of us approving it. Replacements are queued straight away and sent to your delivery address unless you tell us otherwise.
Your rights, and the exceptions
Two things sit above this policy. First, your statutory rights: if something is faulty, not as described, or not fit for purpose, you can ask for a repair, replacement or refund whatever the rest of this says — and wherever you are, the consumer law that applies to you takes precedence. Second, if a specific product or offer sets out different terms, those apply for that item.
How to raise an issue
The fastest way is our contact page — send your order number and a photo of the problem, and we'll get back to you within a working day.
Last updated: