Returns & reprints

If something’s wrong with your order

Get in touch and tell us what happened, ideally with a photo of the problem. That covers magnets that arrive damaged, print faults, cutting or finishing problems, and orders that arrive incomplete or containing the wrong items.

Where the fault is ours, we’ll reprint the affected magnets or sort it out another way you’re happy with. You won’t be charged for our mistakes. In most cases, you won’t need to send a defective personalized magnet back unless we specifically ask you to.

Personalized items

Every magnet is made to order from photos you supply, so we can’t resell or restock a returned item. That means we generally can’t accept change-of-mind returns on personalized magnets — which is exactly why the builder shows you a preview of every single magnet before you check out.

Your approved preview

We produce the crop, rotation and edits shown in the final preview you approve. If the finished magnet matches that approved preview, a later change of mind about the crop or edit is not a production defect. If the printed result does not match the approved preview, tell us and we’ll treat that as a production issue.

Photo quality

We print what you upload. If a photo is too small or too soft to print sharply, we’ll warn you while you’re editing it. Where you choose to go ahead after a warning, the result isn’t something we can reprint free of charge — but tell us anyway and we’ll see what we can do.

Orders that never arrive

If a parcel doesn’t turn up, contact us. We’ll trace it with the delivery service and arrange a reprint or another resolution once we know where it stands.

Time limits and photo retention

Please tell us about a problem as soon as you reasonably can after your order arrives. The sooner we know, the easier it is to put right.

For online orders, the photo files and derived production files used to make your magnets are scheduled for deletion 30 days after Shopify reports the order fulfilled. If you contact us after those files have already been deleted, we can still review the problem, but we may need you to re-upload the affected photos before we can make a reprint. Photo deletion does not reduce any legal rights you may have.

Event magnets

Magnets produced at a hosted event are checked and reprinted on site where there’s a production fault. Anything spotted after the event should be raised with the event host, who can pass it to us. Event photo files are normally retained for 30 days after the event unless that event uses a shorter retention period, so a later reprint may require the photo to be submitted again.

How to reach us

Use the contact page with your order details and a description of the problem. We answer everything ourselves.