Refunds and returns

Every card is personalised and made to order, so an order can't be cancelled once it's paid. That's why you see your pet on your card before you pay, and a new picture is free if it's not quite right. If a card arrives damaged, printed wrongly, not as you ordered or not at all, we'll reprint it or refund it.

Cancelling and returns

The law gives you 14 days to cancel most things you buy online, but not goods made to your specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). Every card we make is both, so that right doesn't apply. There's no need to send cards back: if something's wrong with a card, a photo of it is all we need.

Printing starts as soon as you pay, so an order can't be cancelled once it's paid. If something needs changing, reply to your order email, or email [email protected], straight away and we'll do our best. Your legal rights if your cards are faulty, not as described or don't arrive aren't affected.

If you add Keep the picture, its download is ready as soon as you've paid, so it can't be cancelled or returned once it's ready. If the file won't download or isn't the picture on your card, tell us and we'll put it right or refund it (see our terms).

If something's wrong

If a card arrives damaged, is printed wrongly by us, doesn't match what you ordered, or hasn't arrived 10 working days after we posted it (25 working days for a card posted abroad), please tell us as soon as you can at [email protected], with a photo if it's damaged or misprinted. We'll reprint it and post it again, or refund that card if you'd rather. We can't replace cards sent to an address you gave us wrongly, so please check the addresses before you pay.

By law, your cards must be as described, of satisfactory quality and fit for purpose. If they aren't, you can ask us to put it right with a replacement, or in some cases a refund. Nothing in these terms affects those rights. Citizens Advice (0808 223 1133, citizensadvice.org.uk) can explain them.

How refunds are paid

We refund to the card or account you paid with, within 5 working days of us agreeing it. Your bank may take a few more days to show it.

Complaints

If you're unhappy with anything, email [email protected] with your order number. We reply within 2 working days and aim to sort things out within 14 days. If we can't, we'll tell you in writing whether an alternative dispute resolution scheme is available to you.

These are part of our terms.