Returns and refunds
Every item is made for you after you order it, so refunds work a little differently from a shop that sends from a shelf. Here is what you can do, and when.
Last updated October 23, 2026
Cancel during the production hold
From your order page you can cancel for a full refund until the production hold ends. The refund starts automatically, and there is nothing to request. A gift order can be cancelled for a full refund until it goes to print.
After your order has gone to print
Once an order is printing it can no longer be cancelled, but you can ask for a refund from your order page if:
- the print or the product is faulty
- it never arrived
- you have changed your mind
How to ask
- Sign in and open your order.
- Under “Need a refund?”, choose “Ask for a refund”.
- Choose what went wrong, check the amount (you can ask for part of what you paid or all of it), and add a note, such as what is wrong with the item.
- Send the request. This does not refund anything yet: we review it and email you our decision.
You can have up to five requests open for one order, and you can withdraw a request any time before we decide it.
How we decide
We review every request ourselves. A faulty print, a damaged item or an order that never arrives is something we want to put right. Because items are made to order, we decide change-of-mind requests case by case. If we need more from you, such as a photo, we will ask in our reply.
When a refund is approved
We send the money back to the payment method you used. We email you when we approve it. After that, how soon it reaches you depends on your bank or card provider: card refunds usually take 3 to 15 days.
If we cannot approve a request, our email says so, and you can reply to it to talk it through.
Your legal rights
This page does not limit any rights you have under consumer law where you live, such as to receive goods that match their description and are of satisfactory quality.