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Personalised photo gifts, printed to orderLinks here are paid placements. How that works
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When something is off

A printed piece can go wrong in two very different ways, and they have two very different answers. This page separates them, because sending the wrong one to the wrong desk costs you a week.

If the print is wrong

A crooked image, a colour that landed nowhere near the file, a mark across the face, a seam through the middle of somebody’s head. That is the press, and it is ours to answer for. Photograph it next to something for scale and tell us what you see.

We will tell you plainly whether it is a fault or the normal behaviour of that surface. Some things look like errors and are not: a wrapped tumbler always has a join line, and fleece always softens fine text.

If the order is wrong

Wrong item, wrong size, damage in transit, or you simply changed your mind. All of that is handled by our retail partner under their own policy, through the order page you bought from. They hold the payment, so they are the only side able to settle it.

We have no view of your order at all, so a letter here is a detour. Start at the partner.

What personalisation changes

A piece carrying somebody else’s photograph cannot be sold on, and most retailers treat made to order goods differently from stock items because of that. Whatever the partner’s policy says for your listing is the policy that applies. Read it before you order rather than after.

Two desks

Which one to write to

Ask the press

  • The image sits crooked or off centre
  • Colours came out nothing like the file you sent
  • There is a mark, streak or missed patch in the print
  • You want to know whether what you are seeing is a fault or normal for that surface

Ask the retail partner

  • The wrong item or size arrived
  • The parcel was damaged on the way
  • You changed your mind about the order
  • Anything involving money, an address or a delivery date

Before you write to anyone

Four things that speed it up

  1. 1

    Find the order confirmation

    It comes from our retail partner and carries the only reference number attached to your purchase.

  2. 2

    Photograph the piece in daylight

    Screen light and shop light both shift colour. A window beats a lamp for showing what actually printed.

  3. 3

    Put something familiar next to it

    A coin or a hand gives scale, which decides whether a mark is a speck or a stripe.

  4. 4

    Say what you expected to see

    The file you sent, and the part of it that mattered. That is usually the fastest route to an answer.