Refund policy
Personalized prints
Each Heritage Collection print is made just for you, rendered from your photo and printed to order. We don't accept returns or exchanges on personalized prints, including for change of mind. Per EU consumer law, the 14-day cooling-off period does not apply to bespoke goods made to a customer's specifications.
Because each print is generated from the proof you approved, we cannot offer refunds or replacements based on dissatisfaction with the design after delivery. We recommend reviewing your proof carefully at the print-resolution viewer link in your approval email before approving.
Cancellation
You may cancel your order and receive a full refund at any time before approving your proof. Once you approve the proof, the order enters production with our print partner and cannot be cancelled.
Damaged or incorrect items
If your print arrives damaged or doesn't match the proof you approved, we'll replace it at no cost.
Email within 14 days of delivery and include:
Your order number
A photo of the damaged packaging
A photo of the damaged or incorrect product
Once we've reviewed the issue, we'll ship a replacement.
If we approve a replacement, we will email you a prepaid return shipping label. Please return the damaged item in any sturdy box within 14 days of receiving the label. In some cases (such as broken glass or significant damage) we may waive the return at our discretion.
Lost shipments
If your order hasn't arrived within 10 business days of the shipping notification, contact us at and we'll work with the carrier to locate it or arrange a replacement.
Refunds
Refunds (when issued, for example on a duplicate charge or an order that can't be fulfilled) are returned to the original payment method within 10 business days of approval. Banks and card issuers may take additional time to post the refund.
If more than 15 business days have passed since we approved a refund and you haven't received it, contact us at .