Refund policy

Last updated: 18/04/2026

We want you to be happy with your order. This policy explains when you can return an item, when you can get a refund or replacement, and what we need from you to help sort things out quickly.

Nothing in this policy affects your statutory rights. If an item is faulty, damaged, or not as described, your legal rights still apply. 

Non-customisable products
If you buy a non-customisable product from us online, you have two layers of protection:

Your legal 14-day cancellation right
You can cancel your order within 14 days after the day you receive the goods, for any reason. You then have another 14 days to send the goods back. If you cancel under this legal right, we will refund the item price. You may inspect the item as you would in a shop, but we may reduce the refund if you have handled it more than was reasonably necessary and its value has been reduced. If you chose a delivery option that was more expensive than our standard delivery, we only refund the standard delivery cost. 

Our extra 28-day store returns promise
In addition to your legal rights, we offer a 28-day returns window for non-customisable products. This means you can ask for a return within 28 days of the day after delivery. For returns requested after the legal 14-day cancellation period has ended, this extra store promise applies only if the item is unused, in its original condition, and returned with any original packaging, inserts, and accessories. Under this extra store promise, we refund the item price only. We do not refund the original delivery charge for returns made only under this extra days 15 to 28 promise.

Customisable and personalised products
We do not accept change-of-mind returns for goods that are made to your specifications or clearly personalised. That includes bespoke map products made using your chosen location, wording, dates, colours, or layout choices. We will still put things right if a custom item is faulty, damaged, or not as described. 

Faulty, damaged, wrong, or poor-quality items
If your item arrives defective, damaged, incorrectly printed, incomplete, or otherwise not as described, please contact us as soon as possible using our contact form with your order number and clear photos. For quick resolution, please report quality issues within 14 days of receiving the item. That time window helps us investigate with the supplier, but it does not reduce any rights you may have under UK consumer law. If the issue is confirmed, we will usually offer a replacement first where practical, or a refund where a replacement is not suitable or available. 

Printed colour differences
Printed colours can differ from screen colours because screens and printers display colour differently and slight production variation is normal. Minor variation by itself is not enough to make an item defective. If a print is materially wrong, obviously misprinted, or not as described, please contact us and we will assess it fairly. 

Who pays return postage
If you are returning a non-customisable item because you changed your mind, you are responsible for return postage unless we say otherwise. If the item is faulty, damaged, sent in error, or not as described, we will cover reasonable return costs or provide another suitable solution.

How to start a return
Contact us with:

  • your order number
  • the name used on the order
  • the item(s) you want to return
  • whether the return is for cancellation, exchange, damage, defect, wrong item, or another reason
  • photos if there is damage, a print issue, or anything wrong with the order

We may ask for extra information where reasonably needed, such as proof of purchase, additional photos, or return tracking. We can ask for proof that the item was bought from us, and we usually deal with the original buyer and refund the original payment method only. 

Condition of returned items
Returned items must match the order details and include all parts, accessories, and packaging that came with them where reasonably possible. We may refuse a change-of-mind return, or reduce the refund where the law allows, if:

  • the wrong item is sent back
  • parts are missing
  • the item has been used more than necessary to inspect it
  • the item is damaged after delivery in a way not caused by a fault present on arrival

Exchanges
If you would prefer an exchange instead of a refund for a non-customisable item, contact us and we will tell you whether that is possible. 

Refund timing
For legal cancellation returns, we will normally refund you within 14 days after we receive the returned goods or after you give us evidence that you sent them back, whichever is earlier. For faulty-item refunds, we will refund without undue delay and in any event within 14 days after agreeing that you are entitled to a refund. Refunds will go back to the original payment method.