Refunds, reprints and returns
Every print is made to order for you, so we can't take back a print that matches its preview because you changed your mind. But we stand behind every one with three guarantees.
1. The Maker Check
A person checks every design before printing. If it won't print well, you get a free tweak or a full refund.
2. Lost or damaged
If it goes missing or arrives broken, we reprint or refund. A photo is enough; no need to send it back.
3. Matches the preview
If your print doesn't match the preview you approved (wrong colour, missing detail), we reprint or refund.
Before printing: cancel any time
Until your order is printed, you can cancel for a full refund from your order page or by replying to any order email.
If we ask for a change
Sometimes a design won't print well as it is: a detail too fine, a colour we're out of, a picture too low-resolution. We'll email you with what we found and a link back to your design. You can edit it and resubmit. If the new design costs less, we refund the difference; if it costs more, you pay only the difference. You can choose a full refund instead at any point. If we don't hear back within 14 days, we refund you in full automatically.
If we can't print it
If a design breaks our content policy (for example, someone else's trademark without permission), we'll refund you in full with a short reason.
Lost, damaged, wrong or defective items
Contact us within 30 days of the expected delivery date. For a lost parcel, we check the tracking and then reprint or refund. For a damaged, wrong or defective item, send a photo; we reprint or refund, and you keep the original. We pay all postage for reprints.
Colours on screen
Screens show colours differently, so a spool can look slightly different in plastic than on your phone. The spool names on our colours page are what we print with. A slight shade difference isn't a defect, but a wrong spool is, and we'll fix it.
How refunds are paid
Refunds go back to the card you paid with, through Stripe, and usually appear within 5 to 10 business days.