Refunds and cancellations

Read this before you order rather than after. A bespoke digital product does not work the way a boxed one does, and the difference matters.

The fourteen days, and why they end early

If you are a consumer in the EU or the UK you normally have fourteen days to change your mind about something bought online, for any reason at all. That right exists here too.

So, in plain terms

• Before you finish your details: full refund, no reason needed, no questions.
• After we start designing, before the first proof: we refund what we have not worked, less the design time already spent. We will tell you the figure before we take it.
• After the first proof: the work is done and the rounds are there to make it right. We would rather fix it than refund it — that is what the revision rounds are for.
• If we cannot deliver — we miss the date, or we cannot make what was ordered — you get everything back, including anything you paid for add-ons.
• If your celebration is cancelled or moved: tell us. We will move your dates at no charge. We cannot refund work already done, but we would rather keep it for the new date.

Add-ons

An add-on bought and not yet started is refunded in full. One already made — a film, an illustration, a piece of music — is not, for the same reason as the invitation.

How to ask

Message us from your panel, or write to the address at the foot of this page, and say what you would like to happen. You do not need a form or a particular wording. We answer within two working days and, where a refund is due, send it back the way you paid within fourteen days of agreeing it.

If we disagree

Tell us why, in writing, and a person will look at it again. If we still cannot agree and you are a consumer in the EU, you can take it to the online dispute resolution platform the European Commission runs, or to the consumer body where you live. Going to us first costs you nothing and is usually quicker.

Who you are dealing with