When something's not right.
Personalised prints are made to order, so they sit outside the standard 14-day right to cancel. Here's what we do cover and how to get it sorted.
The legal bit (CCR 2013)
Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel doesn't apply to goods that are made to a customer's specification or clearly personalised. Every print we make includes the boat name, route and date you typed in — that's bespoke under the regulation.
This isn't a way to dodge consumer protection — it just means change-of-mind returns aren't possible because we can't resell your print to anyone else.
If your print arrives damaged or wrong
Email [email protected] within 14 days of delivery with:
- Your order reference (in the confirmation email)
- A photo of the damage / fault / wrong detail
We'll reprint and reship at no cost, usually within two working days of seeing the photo. You don't need to send the original print back — keep it, recycle it, or use the back for shopping lists.
If you typed a typo
The live preview on the product page shows exactly what we print — we don't add an additional proof step. If you spot a typo:
- Within 24h of ordering, before print — email us with the correction. We'll update for free.
- After print but before dispatch — we can usually intercept and reprint for £8 (paper + ink cost).
- After dispatch — we'll reprint at 50% off the original size's price as a goodwill correction.
If you change your mind
We can't refund a personalised print that's already been made. We're a small studio and each print costs us paper, ink, time and carriage to make. Please use the live preview to make sure everything is right before you click Buy.
If something's gone really wrong
If we can't sort an issue between us, you can take it to the UK's Citizens Advice consumer service (citizensadvice.org.uk), or — for orders paid by card — your card issuer's chargeback process. We'd much rather hear from you first.