Returns, Reprints & Cancellations

A personalised book is made for one child and cannot be resold — so the fair moment to change your mind is before it is printed, and the fair promise afterwards is that defects are always put right. Here are the rules, the same ones we show you before you pay.

Before your proof is approved

Cancel at any time, for any reason, and we refund you in full. Just contact us.

The three-day window

We start work on your book straight away, but printing is released at the later of two moments: your proof approval, or three days after payment. If you cancel within those three days — even after approving your proof — we refund you in full.

After printing begins

Once your book is being printed, change-of-mind cancellations close: a book made of your family's faces cannot be sold to anyone else. This is stated at checkout, before payment, so it never comes as a surprise. (Ask anyway if something has gone truly wrong — we would rather talk than hide behind a rule.)

Defects, damage, or our mistake

If your book arrives damaged, defective, or different from the proof you approved, we will reprint it free or refund you in full — your choice. Tell us within 30 days of delivery. A photo of the problem helps us claim with our printer, so please include one if you can.

A mistake in the proof you approved

If a name or detail is wrong in a way that was in the proof you approved — a family's own slip, seen too late — we will reprint the book at our cost price, itemised for you. We never profit from a family's mistake.

Gifts

For a gift order, the buyer holds the cancellation rights above. Defects are different: they are fixed free for whoever holds the book, giver or family — just contact us.

Your photos, at every stage

Whatever happens with an order or a refund, your photos and details can be deleted at any stage, at any time, simply by asking. See our privacy policy.

Last updated: October 2026.