Returns, reprints and refunds

In the 24 hours after you pay

Your order page carries the choice; the link to it is next to your order at checkout and in the order confirmation. Ask for a change and nothing is printed – we redraw it at no charge and show it to you again. Cancel there instead and the order is refunded in full; that one cannot be taken back, which is why the page asks twice.

A person issues the refund within two working days of your cancelling. After those 24 hours the order is in production and can no longer be cancelled.

After it has been printed and sent

A parcel that arrives damaged, a print that does not match the preview you approved, or a fault in the printing itself is ours: we reprint it or refund it, whichever you prefer. There is no restocking fee, and nothing has to be sent back before we start.

Tell us what is wrong and, where the parcel or the print is damaged, a photograph of it. That is what a supplier claim is made on, and it is the only thing we ask for.

The one exclusion

A correct print of the moment you chose – the file you approved, printed as approved – is made for you alone and cannot be sold to anyone else. Personalised goods therefore carry no 14-day withdrawal right, and this is said before you pay: a wrong word, a wrong date or a wrong place is yours to catch on the preview, and free to fix in the 24 hours after payment.

How a refund is paid

Back to the payment method the order was paid with, through the same checkout that took it. Nothing is deducted from it.

Asking

Write to kontakt@chartednight.com with your order number and what is wrong. Please quote the order number rather than forwarding the link to your order page, which is a key to your own print.