Returns and refunds

Last changed on 14 October 2026. This page is our refund policy and our return policy, whole and in one place.

A book made for one child cannot be sold to anybody else. That is why the whole book is in front of you before you pay, and it is why a change of mind after printing cannot be a return: there is nothing to put back on a shelf. The law says the same: the 14-day right to cancel an online order does not cover goods made to your specification or clearly personalised.

Cancelling before print: write to us and we cancel and refund in full, as long as your book has not gone to print. Books go to print quickly, so the sooner you write the more likely it is, but if it has already gone, we say so plainly rather than taking the message and doing nothing.

If we cannot deliver in time: we say so within the delivery time stated in the cart and on the payment page, tell you the new date, and you decide: wait for it, or cancel and be refunded in full. If we do not hear back from you, we cancel and refund rather than hold your money against a date you never agreed to. The Consumer Rights Act 2015 gives you that right as well: a book has to arrive in the time agreed, or within 30 days if no time was.

If it arrives damaged, misprinted, or is not the book you ordered: we make a new one and send it, at our cost, or refund you in full if you would rather. You choose which. We do not ask for the damaged copy back, so there is nothing for you to post and nothing for you to pay.

If it never arrives: tell us and we treat it as a lost parcel: a new copy or a refund, again your choice. Wait until the delivery window in your confirmation has passed, then write. Until a book is in your hands it is our risk, not yours.

How to tell us: one message, with your order number and, if it is a fault, a photograph of it. Tell us as soon as you notice. Within 30 days of delivery you can simply reject a faulty book and have your money back; after that you still have the right to a replacement and, if that fails, to a refund. There is a person at the other end and no form to fill in.

How a refund reaches you: back to the card or account you paid with, within about five to ten working days of us agreeing it. We cannot send it anywhere else. That is the payment provider's rule, and it is there to protect you.

None of this takes away your rights under the Consumer Rights Act 2015. It is what we do on top of them, and usually sooner than they would require.

What is not covered: a name or a date you typed wrong. You see them before anything is printed, which is where they can still be fixed. Write to us anyway if it happens. We would rather find a way than argue about whose mistake it was.