Returns, cancellations, and replacements

Replacements

We replace it. Verified shipping damage, printing defects, and personalization errors on our side are covered — send a photograph and we will make it right.

Write to us with your order reference — it is the SL- code on the page you land on after paying — and a photograph of what arrived.

Personalized pieces are not returnable for preference

Personalized items cannot be resold, so they are not returnable for preference. If something is wrong with the product itself, the replacement policy above applies.

Changing an order

Contact us as soon as you can. If the order has not gone into production we will update it. Once a personalized item is in production it cannot be changed, because it is made only for you.

Before anything prints

A person in the family reads your personalization against your order before it goes to production. If we cannot use what you sent us, we tell you before we print anything.

On the pieces drawn from your own photograph, that person also looks at the photograph itself. You will hear from us either way — accepted and printing, or here is why we cannot use it.

Chargebacks

If something has gone wrong, write to us first. We can almost always fix it faster than a bank can, and we would rather refund you today than argue with your card issuer for three months.

If you do open a dispute, we will respond to it with the order record — what you ordered, what we made, when it shipped and where the carrier says it went. We will not respond by pretending an order does not exist.