Returns & Redos

Every piece is made to order with your photo, names and dates — it can't be resold, which is why custom items are non-returnable. We produce exactly the preview you confirm at checkout.

Not covered

• Change of mind after production has started.
• Typos, wrong dates or photo choices you approved in the preview — please double-check names, dates and spelling before paying.

Covered — free redo, reship or compensation

If your order arrives damaged, doesn't match your confirmed preview, we sent the wrong item, or the parcel is lost in transit, we make it right at our cost:

• Free redo + priority reship — the default remedy, once per order, no questions asked.
• Compensation — a partial refund if you'd rather keep the piece as it is.
• Full refund — if a redo isn't possible, you'd rather not wait, or consumer law requires it.

How to claim

Email your order number with photos of the item and packaging within 14 days of delivery (lost parcels: within 60 days of ordering). We reply within 2 business days, and there's nothing to send back — you never pay for our mistakes.