Returns and changes
Tell us the order reference, what you expected and what needs attention. Because a personalised book is prepared for one recipient, some changes become impossible after production begins. Final cancellation, return, reprint and refund rules are still being approved, so ask before buying if your decision depends on them.
Contact support
Find where things changedContact support as soon as a name, selected story, photograph or delivery address looks wrong. Include the order reference and describe the one change you need. We will check the order’s actual state before saying whether it is still possible.
No general change-of-mind return promise is currently published for personalised books. Do not assume an order can be cancelled or returned after payment or production has started. Ask support before buying if this is important to you.
If a delivered book is damaged or differs from the confirmed order, explain the difference in plain language. Support may request photographs of the book or packaging through an appropriate route, review what happened and then explain the resolution available under the applicable policy.
Write from the order email where possible and include the order reference, book title, delivery date and what went wrong. Do not send payment credentials or a child’s source photograph in the first support message.
If a refund is approved, its financial progress should be communicated separately from the book’s production status. This page does not promise a refund amount or completion time before the order and payment records have been reviewed.
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