What to decide
Know when an order can be changed, cancelled, remade or refunded.
Order Help
Cancellation, Returns & Refund Policy
How to change or cancel a personalized print order, what happens after production starts, and what to do if an item arrives damaged.
Changes and returns
Can a personalized print be cancelled after ordering?
It can usually be changed before production starts. Once a custom print is in production, the better route is a remake or support review if there is a defect.
Local buying cues
Plain rules for custom-made prints, damaged parcels, digital files and support response times.
What to do next
Contact support quickly with the order number, email and photos if anything arrived damaged.
What is the most useful next step?
Contact support quickly with the order number, email and photos if anything arrived damaged.
Cancellation and return window
Eligible non-personalized items can be returned within 30 days of delivery. Personalized prints, cards and digital files are handled differently because they are made from your chosen date, place, names, photos, text or uploaded artwork.
For personalized orders, the important moment is production start. If you contact us before production begins, we can usually change the design details, update the address or cancel the order for a refund.
Once production has started, cancellation is usually no longer possible, but we will still review issues such as print damage, wrong item, incorrect file delivery or a production error.
How to request a change or cancellation
Contact us as soon as possible using one of these methods:
Send your cancellation request to [email protected]
Contact Form
Use our contact form
Please include your order number, checkout email, full name, country, product name and the exact change you need. For damage or print issues, attach clear photos of the item and packaging.
Why personalized products have different rules
Important: custom prints and uploaded designs
A personalized item is made to your specifications, which can include a star map date, moon phase, city location, personal message, photo crop, greeting card text or uploaded poster file.
Before production begins, we can usually cancel or correct the order. After production starts, the item cannot normally be resold, so the case is reviewed as a support issue rather than a simple cancellation.
Eligible non-personalized items remain covered by the 30-day return window described above.
Refund Process
When a refund is approved, we confirm it within 1-2 business days. Payment providers usually return funds to the original payment method within 5-10 business days, depending on the bank or card issuer.
Return Process & Shipping
Defective or damaged items: Email [email protected] within 30 days of delivery with a photo of the issue. We'll arrange a free replacement shipped locally by our print partner — no return of the original item required.
Non-personalised items: If a return is approved, we'll email you a prepaid return label. Ship the item in its original packaging; refund is processed once we confirm receipt.
Returns address (when requested)
Shared by email once your return is approved — please don't ship anything before contacting us.
Please do not ship items to this address without first emailing us — we may route defective-item replacements through your region's local print partner instead.
Defective or Damaged Products
If your print, card or framed item arrives damaged, defective or materially different from the approved design, contact us within 30 days of delivery. Our first step is a free replacement or corrected reprint; if that cannot resolve the issue, our team may approve a refund after reviewing the photos.
Questions?
Email [email protected] and we will respond within 24 hours.