Refunds & returns

Why there's no 14-day cooling-off period

Buying online in the EU normally comes with a 14-day right to change your mind. That right has a short list of exceptions, and one of them is goods made to the customer's own specification or clearly personalised. A photobook built from your photos, in your order, with your title on the cover, is about as personalised as a product gets — there is no shelf to put it back on and nobody else to sell it to.

The exception is Article 16(c) of the EU Consumer Rights Directive (2011/83/EU); in Finland it's Chapter 6, Section 16 of the Consumer Protection Act. So: once your book is in production, you can't return it simply because you've changed your mind.

Everything below is what you doget, and none of it is a favour — a faulty product has to be put right, and that duty isn't affected by the paragraph above.

Cancelling before it's printed

There is a window, and it is short. Payment sends your book to the press automatically, usually within hours. If you email us before it has been submitted to the printer, we'll cancel it and refund you in full — include your order number and put "cancel" in the subject line so it's obvious at a glance.

Once the file is at the printer, it's being made and we can't stop it. If we can't cancel in time we'll tell you straight away rather than leaving you wondering.

If your book arrives damaged, misprinted or wrong

Tell us within 30 days of delivery and we'll make it right. That covers:

• printing faults — banding, streaks, smudges, misaligned colour, blank or duplicated pages;
• binding faults — loose or out-of-order pages, a cover coming away, a warped spine;
• a book that isn't what you ordered — wrong size, wrong format, wrong paper, wrong number of copies;
• damage in transit — crushed corners, water damage, a parcel that arrives opened;
• pages that don't match the layout you designed, where the fault is on our side.

Send us your order number and a few photos of the problem — one of the whole book and one close up is usually enough. We check with the printer and then either reprint the book at our cost or refund you, whichever you'd prefer, and we cover the shipping either way.

You normally won't need to send the faulty book back. If we do need it returned to investigate, we'll arrange and pay for the postage.

What isn't a printing fault

We print exactly the file you designed, with no proofing step in between. So some disappointments come from the layout rather than the press, and those we can't refund:

• Soft or pixelated photos. A small, heavily-cropped or screenshotted image printed large will look blurry on paper even though it looked fine on screen.
• Content trimmed at the edge.The editor draws a dashed safe line 10 mm inside every page and warns you when something crosses it. Anything past that line can be cut off when the book is trimmed, and anything sitting over the spine can vanish into the binding.
• Colours that look different on paper. Screens emit light, paper reflects it. Prints read slightly darker and less saturated, most noticeably in bright blues and neon shades. Some variation between print runs is normal too.
• Your own typos, dates and names, or a size, paper or page count you picked and then wished you hadn't.

Get in touch anyway. We'll look at the file and tell you honestly what happened, and what a corrected reprint would cost — which is the printer's price, not a second full-price order.

If it never arrives

Every book ships tracked, and you can follow it from your order confirmation page. If the tracking hasn't moved for a week, or it says delivered and nothing arrived, email us. We'll chase it with the printer and the courier, and if it's genuinely lost we'll reprint it or refund you.

Parcels do occasionally come back to the printer because the address was incomplete or nobody could take delivery. We'll ask you to confirm the address and resend it; a second delivery attempt after an address error may cost the shipping fee again.

How refunds are paid

Refunds go back through Stripe to the card or method you paid with — we can't send them anywhere else. We issue them as soon as the claim is agreed; the money usually lands within 5–10 working days depending on your bank. You'll get a confirmation from Stripe when it's sent.

Your rights under the law

Nothing on this page cuts into your statutory rights. Under EU and Finland consumer law you can require a faulty product to be repaired or replaced, and if that isn't possible you can have a price reduction or your money back. That right runs for at least two years from delivery, and it applies whatever this page says.

The terms of service set out the rest of the agreement, and the privacy policy covers what happens to your photos.

How to make a claim

Email [SUPPORT EMAIL ADDRESS]with your order number, what's wrong, and photos if it's a physical fault. We aim to reply within two working days.

If we can't reach an agreement, a consumer in Finland can take the matter to the Consumer Disputes Board after contacting the Consumer Advisory Service, and a consumer elsewhere in the EU can ask their European Consumer Centre for help.