Last updated 5 November 2026
Your print arrived damaged, faulty or misprinted
We’ll reprint it or refund you, whichever you prefer, and you don’t pay anything to send it back. To start:
- Email [email protected] within 30 days of delivery, with your order number.
- Attach a clear photo of the print and, if it was damaged in transit, of the packaging it arrived in.
- We’ll reply with the fix. We may ask you to keep the print until the replacement arrives.
“Misprinted” means it doesn’t match the proof for your order. A spelling mistake in wording you typed yourself isn’t a fault, but write to us anyway and we’ll see what we can do.
Cancelling before it prints
Every order is checked by a person before it is sent to the printer. Until that happens you can cancel for a full refund. Email us as soon as you can, with your order number. Once an order has gone to print it can’t be stopped, because the printer starts straight away.
Changed your mind
Each print is personalised and made specially for you, so we can’t accept it back or refund it because you changed your mind once it has been sent to print.
Your rights under the law
Nothing on this page limits your rights under the Australian Consumer Law, which include a remedy where goods are faulty, don’t match their description or aren’t of acceptable quality. If you’re in New Zealand, your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are likewise unaffected.
How refunds are paid
Refunds go back to the card or payment method you paid with, in the currency you paid in. Your bank may take several business days to show it.