Misprints, damage and refunds

If it isn't right, we make it right

Whatever you ordered should arrive exactly as you saw it in the proof, in one piece. If it doesn't, you get a new one or your money back, whichever you prefer.

What we put right

• Damaged on the way: anything torn, creased, stained, wet, chipped, cracked or broken, or a part missing (a poster's rail or cord, a tile's stand, a card from the pack).
• Misprinted: anything that differs from the proof you confirmed, such as a wrong or missing letter, a date or number that doesn't match, smudges, streaks, part of the picture cut off, or colours clearly different from the preview (much more than the softer look of print on textile, card or ceramic).
• Lost: your parcel never arrived. Then everything in it counts as lost.

What you get

For each thing that isn't right: a new one, printed and sent free of charge, or a full refund of what you paid for it. You choose. You don't need to send the faulty one back.

A small flaw you can live with? If you'd rather keep it, you can take a code instead: 10% off your next order, up to 10% of what that thing cost. Its terms and end date are shown before you choose. You can still choose a new one or a full refund.

Refunds at a glance

• You cancel before printing starts: a full refund of that thing.
• Printing has already started: it usually can't be cancelled any more, and is then delivered as ordered.
• Damaged, misprinted or lost: a new one or a full refund, as above.
• You change your mind once it's printed: no refund, because it's made to your details and nobody else can use it (see the Terms of sale).
• Several things in one parcel: each is put right or refunded on its own, and the rest of your order stays as it is, at the price you paid.

Refunds go back to the card or account you paid with, or by bank transfer if that's no longer possible.

How to tell us

Go to the Help page and tell us your order number (it's on your order page) and what's wrong. A photo helps. The sooner you tell us the better, but there's no deadline that cuts off your rights. After 90 days we no longer keep the details of what you ordered or its print file (see Privacy), so we can't reprint that exact one: you can make it again from your details for a new one, or take the full refund.

Two things that aren't printing faults

• A typo in the proof you confirmed. Easily done. We print the proof you ticked letter for letter, so a typo in it comes out in print too, and we can't treat that as a misprint. If the printer hasn't started yet, cancel on your order page for a full refund. Either way, you can make and order a corrected one at any time.
• The softer look of print. Colours on textile, card or ceramic look a little gentler than on a bright screen. That's the material, not a fault.

Your legal rights stay yours

This promise comes on top of your legal guarantee: at least two years in which we, the seller, are responsible if what you bought doesn't match its description. See Your legal guarantee. Because everything in our shop is made to your details, the 14-day right to withdraw doesn't apply, but until printing starts you can cancel from your order page for a full refund (see the Terms of sale).