Refunds and reprints

Damaged in the post, badly printed, pages bound out of order, colours that came out wrong, or simply not what you approved — that is our problem, not yours. Email us within 30 days of delivery with a photograph of the problem, and we will reprint and repost it at no charge.

You do not have to send the original back. Keep it, or recycle it — posting a damaged book across the world costs more than it is worth and helps nobody.

If you would rather have your money than another book, say so and we will refund you in full instead.

Tell us. We will chase the courier, and if it cannot be found we will reprint and repost it, or refund you — your choice.

Give the post a fair chance first: some destinations are slow, and a parcel that looks lost at three weeks often turns up at four. If your delivery estimate has passed by a clear week, that is the moment to write to us.

You approve a proof of every page before anything is printed. Up to that moment nothing has been made and nothing has been charged — you can change or abandon a book freely.

Once you have paid, the book goes to the printer within minutes. If you catch a mistake straight away, email us immediately: if the printer has not started, we will cancel and refund in full. After printing has begun we cannot stop it, but see the next section — we would still rather you had a book you are happy with.

A misspelled name, the wrong photograph, a relation you meant to change. Strictly this is not our fault — you approved the proof, and that is what the proof is for.

Write to us anyway. This is a keepsake with a child’s family in it, and a book with Grandma’s name spelled wrong is not a keepsake. We would rather help you put it right than be technically correct about it.

We cannot take a correct book back simply because you changed your mind. Every book is made to order with your family in it, and there is nobody else on earth it can be sold to — it is printed the moment you order and would otherwise be thrown away.

This is why the proof exists, and why we ask you to look at it properly. Under consumer rules in most countries — including the UK and EU right to change your mind within fourteen days — goods made to a customer’s own specification are excluded for exactly this reason. Everything in the sections above still applies: if the book is faulty, damaged, lost or not what you approved, none of this limits your rights.

Email orders@littlefamilyfaces.com, or use the contact form. Include your order reference from the confirmation email if you have it, and a photograph if something looks wrong.

• A person reads it — usually the person who made your book. Normally within a day.
• Refunds go back the way you paid, through PayPal, and usually reach you within five working days.
• A reprint goes to the printer as soon as we have agreed it, and takes about as long as the first one did.