Refunds and replacements.

If the card does not work, we replace it. Always.

Every card is tapped on a real phone before it goes in the box. If one still fails to open your page, tell us and we send a replacement free, postage included. No photographs of the fault, no returning the old one. This holds for a year from delivery, which is far longer than a chip that was going to fail would take to fail.

Canceling: about 24 hours

We print and ship within 24 hours, which is the thing you are paying for and also the reason the cancellation window is short.

• Before printing starts — full refund, no questions. Email us and it goes back to your card.
• After printing starts — the cards now have your photograph on them and are worth nothing to anyone else, so we cannot refund them. If you catch us mid-run we will refund whatever is not yet printed.

If you need to cancel, email [email protected] straight away and put "cancel" in the subject line. Speed matters more than explanation — send the one-word email first and the reasons afterwards.

Changing your mind after it arrives

A personalized card is exempt from the usual right to return, in the same way a mug with a photograph on it is, so we do not take change-of-mind returns. This is the one place we are strict, and it is worth knowing before you order rather than after.

Being strict about that is what lets us be relaxed about everything else on this page.

If it arrives late for your event

You tell us the date you need it by, and it follows the order all the way through — it is what we sort the print queue by.

If your order misses that date because of us, you get all of it back, and you keep the cards. A wedding set arriving after the wedding is a failure, and there is no version of that where we keep the money.

If the carrier is late after we shipped on time, we will refund the order too — you did nothing wrong, and arguing about whose fault it was is not a service. What we cannot cover is a date we were never given, so put the real one in at checkout.

Lost or damaged in the post

Every order ships tracked. If tracking says delivered and it is not with you, or it arrives crushed, tell us and we reprint and resend immediately — we do not wait out a carrier investigation first. If there is no longer time for a reprint to be useful, take the refund instead.

The one thing we cannot fix for free is an address that was typed wrong. Write to us anyway — we will reprint at cost.

If we take a page down

Should we remove a card's page for breaking the terms, the order is refundable in full within 30 days of that happening.

How to ask

Reply to your receipt, or write to [email protected] with your order number. It reaches the person who printed your cards, not a queue. Say what went wrong in your own words; there is no form.

Refunds go back to the card you paid with, usually the same day we agree one, and your bank takes a further five to ten days to show it. That last stretch is out of our hands and is the usual reason a refund feels slower than it was.

Before you dispute a charge

Please just email us first. Every problem on this page is one we fix without argument, and we can almost always do it faster than a bank can. Nothing here affects the rights the law gives you.