For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order on your behalf.

Note:

Please note that we will place a reorder on your behalf unless you specifically mention that you prefer to receive a refund.

If you believe your order is lost and it meets the following criteria, get in touch with our team and we’ll be happy to send a replacement order:

• You have confirmed that the address provided is correct and complete.
• You have contacted the local post office or the shipping carrier to locate the order.
• The order is not marked as delivered by the shipping carrier.
• It has been several working days since the Estimated Delivery Date has passed (keep in mind that the lost order claim should be submitted within 30 days since the Estimated Delivery Date), and
• There were no recent updates made by the shipping carrier in the tracking link.

For the order to be considered lost, we might first need to confirm this with the shipping provider.

The order is marked as “Delivered” but you haven’t received it:

The most likely situation here is that the package has been delivered at the door, or received by someone else at the address, we recommend that you request any delivery notes or more information from the shipping provider.

As it is not possible to verify whether the recipient has not actually received their order, we will not be able to provide a refund or a free replacement order if the tracking link indicates that the shipment was delivered.

We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.

Wrong Address:

If you provided an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Rejected by the Recipient:

If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Unclaimed:

If you are not able to receive the order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).

For additional information, see our terms of use

In the unfortunate case that your order arrives damaged in the mail, please Report a problem within 30 days of receiving the item and we will be happy to send you a replacement order. Be sure to include:

• A description of the problem and details about how the order was packaged.
• Pictures of the damaged order item(s) and its packaging (outside of the packaging and its inserts).

The pictures are very important for our team for internal reporting. We will also ask you ‘Is the package also damaged?’ along with requesting photo evidence, as when an order arrives damaged, we trigger an internal investigation with our print and logistics partners to ensure that this doesn’t occur again and that any improvements are applied as soon as possible. We highly appreciate your input in answering all the questions and providing us with all the valuable pictures.

If your order contains more than one item, please let us know if you will require a reprint for all items.

Alternatively, you can also get in touch with our support team with the above information.

Packaging Inserts cannot be re-printed as a stand-alone item. You will need to create a new manual order that includes at least one unit of a product that is eligible for a Packaging Insert (i.e. either one Poster, one Framed Poster, or one Poster with Hangers) and add the Packaging Insert.

For additional information, see our terms of use