Shipping & returns
Production
Nothing is printed until you approve your proof. Digital proofs are sent within 48 hours of your order; production starts the moment you approve and takes 2–4 business days.
Delivery times
Every order ships from our studio with tracking. These are working-day estimates after approval, not after the order:
- United States & Canada: 7–12 business days
- United Kingdom & Europe: 7–14 business days
- Australia & New Zealand: 8–15 business days
- Rest of world: 10–20 business days
- Digital files: within 24 hours of approval, by email and in your account
If you have a deadline — an anniversary, a birthday — tell us in the order notes and we will tell you honestly whether it is realistic.
Duties and taxes
Orders are shipped from outside the US and EU, so import duties or VAT may apply depending on your country and the value of the order. Where we can calculate them, they are shown at checkout. Where we cannot, any import charges are the recipient’s responsibility.
Returns
Personalised pieces are made specifically for you, so they are excluded from the standard change-of-mind return right. This does not affect your statutory rights.
If your order arrives damaged, misprinted, or different from the proof you approved, send a photo within 14 days of delivery and we will replace it or refund it in full, including shipping.
If we cannot get the composition right after your revisions, we refund the order in full before production.
Cancellations
You can cancel for a full refund any time before you approve the proof. Once you approve and production begins, the piece cannot be cancelled — it is already being made for you.
Lost parcels
If tracking has not moved for 10 business days, contact us. We will reship or refund, whichever you prefer.