Returns & refunds

Last updated: 10 November 2026

Personalised items

Each card is made to your instructions (names, interests, messages). Under UK consumer law (the Consumer Contracts Regulations 2013), the usual 14-day "change of mind" cancellation right does not apply to items made to a customer's specifications or clearly personalised. This doesn't affect your other legal rights.

When we'll put things right

We'll send a free replacement or give you a full refund if:

• your card arrives damaged;
• we made a mistake, for example a spelling we got wrong or the wrong occasion;
• your card doesn't arrive (see our Delivery page).

Your rights under the Consumer Rights Act 2015 still apply: goods must be as described and of satisfactory quality.

What isn't covered

• Mistakes in the details you gave us (for example a misspelt name typed into the order form). Please double-check before ordering.
• Small differences from the example photos. Every card is hand-drawn, so no two are exactly alike. That's part of the charm!

Cancelling an order

If you change your mind, email us as soon as possible. If we haven't started drawing your card yet, we'll cancel it and refund you in full.

How to contact us

Email SamuelGCreativeStudio@gmail.com within 14 days of receiving your card, with your name, order details and a photo of the problem if possible. We aim to reply within 2 working days.

Refunds

Refunds go back to the card or payment method you used, within 14 days of us agreeing the refund. Your bank may take a few extra days to show it.