Process

Refunds & reprints

Six steps, none of which we skip. Most problems are resolved from photographs; you are not asked to send anything back.

1. Tell us. Reply to the person who sent your proposal, or write to the support address on the contact page, with your order reference and what is wrong.
2. We verify the order. We match your report to the order and the approval you signed off, so we are looking at the same thing you are.
3. You send photographs. For a defect, a wrong item or damage: photographs of the item and, if you still have it, the packaging. For a lost parcel, the tracking record is usually enough.
4. We take it up with the production partner. Where the problem originated in production or transit, we file the claim ourselves. You are never asked to deal with them, and their answer never changes what you receive.
5. We decide the remedy with you. A reprint, a replacement shipment, or a refund — according to the custom-order policy and the evidence, and recorded in writing with the reason.
6. It is written down. Every case ends with a written record of what was decided and why, which you can ask for.

How quickly

We aim to reply to a report of a defect, a wrong item or damage within 8 hours and to decide it within 72 hours of receiving your photographs. A lost or unusable order is treated as urgent: first reply within 4 hours, decision within 48 hours. The clock does not pause while we wait on a production partner — that is our problem to chase, not yours.

Refunds

A refund goes back to the payment method used for the order, through the payment provider. We do not ask for bank details by email or message, and we do not send refunds by any other route.

Once a refund is authorised it is submitted to the payment provider immediately; how long it takes to appear depends on your bank or card issuer, and we will give you the provider reference so you can check.

Reprints

A reprint is a new production run of the affected items at no cost to you, shipped to the same address unless you tell us otherwise. Because it is made to order it takes a production window, which we state when we confirm it.

Sending things back

You are not asked to send anything back to receive a reprint or a refund you are entitled to. If a physical return is ever genuinely needed, you receive written authorisation first, naming the exact commercial destination and a reference — and never a private address.

Which situations lead to a reprint, a refund, or a new paid order is set out in the custom-order policy.