Refund & Return Policy

1. Cancellation Before Final Refined-Proof Approval

The physical order includes manual refinement, physical printing and the other items listed on the page. Full and 50% refunds below are calculated on the amount actually paid for that physical order, excluding digital generation fees.

After paying for a physical order, you may cancel before the first manual refinement begins and receive a full refund of the amount paid for that physical order.

Once manual refinement has begun and before you approve the final refined proof, you may cancel and receive a refund of 50% of the amount paid for the physical order.

Use the Help page or contact customer care with your order number. Approved cancellation refunds are returned to the original payment method.

Fees for successfully completed digital generation services are non-refundable. If generation fails, the fee is returned to your account balance. Exceptions apply where the service fails or the law requires a refund.

2. Refinement Review and Final Approval

After payment for the physical order, we carry out manual refinement. You have 48 hours to review each refined proof and submit adjustment feedback, which our team uses for further refinement. If the deadline passes without feedback, the proof may be treated as approved and enter production. Once you are satisfied and approve the final refined proof, we arrange production.

If you submit adjustment feedback within the review window, the current approval period pauses. A new 48-hour review window begins when the next refined proof is presented.

Once you approve the final refined proof, the order cannot be cancelled, refunded or returned because of a change of mind or personal preference. Your statutory rights and remedies for product quality issues are unaffected.

This includes a change of mind about design, size, colour or another element visible in the approved proof, source-image limitations visible in that proof, and minor variations inherent to full-colour printing and hand finishing.

The bespoke-goods exemption from standard cooling-off rights does not affect your statutory rights for faulty, damaged or misdescribed goods.

3. What We Will Make Right

We normally offer repair or remake first where that provides the promised product. If that remedy is impossible, disproportionate, unsuccessful or otherwise unsuitable under applicable consumer law, we will provide an appropriate price reduction or refund. Approved refunds are initiated within 14 days.

1. Transit damage - report within 7 days of delivery with photographs of the object, inner and outer packaging, and shipping label.
2. Manufacturing defect - report a structural or production fault not visible in the approved proof within 14 days of delivery.
3. Material discrepancy - report a wrong subject, size, specified feature or another material difference from the approved proof within 14 days of delivery.
4. Non-delivery - contact us when the tracking threshold in the Shipping Policy is met. If the carrier confirms loss, we will remake or refund the order, including shipping.

4. How to Make a Claim

1. Open the Help page or contact customer care and provide your order number.
2. Attach clear photographs of the object, all packaging and shipping label. For a discrepancy, include a comparison with the approved proof.
3. We aim to assess a complete claim within 3 business days and will explain the proposed remedy or any further evidence needed.
4. Do not return a bespoke object until return instructions are provided. When a return is required for an accepted claim, we cover reasonable return shipping.

5. Inherent Craft Variation

Small colour differences between a backlit screen and a physical object, subtle print texture or layering visible on close inspection, and minor hand-finishing marks that do not affect the overall likeness or structure are normal characteristics rather than defects.

This does not excuse a material difference from the approved proof, a manufacturing fault, or goods that do not meet mandatory quality standards.

6. Payment Disputes

Please contact us first so that we can review the approval record, production status, delivery evidence and this policy. This does not limit any right you have to use a payment-provider or statutory dispute process.