Returning a non-personalised item

You can return a non-personalised item within 30 days of receiving your order.

To be eligible for a return, the item must be:

• Unused
• In its original condition
• In its original packaging
• Suitable for resale

Please contact us before sending anything back so we can provide the correct return instructions.

Email: hello@postcardprints.co.uk

Please include your order number and the reason for the return.

Personalised and printed-message cards

We cannot normally accept returns or offer refunds for cards that have been personalised or printed with a custom message, unless:

• The item is damaged
• The item is faulty
• We have made an error
• The item does not match the details submitted with your order

Personalised products are created specifically for you and cannot be resold.

Please check all names, dates, ages, relationships, spelling, punctuation and printed messages carefully before placing your order.

If incorrect information was entered when the order was placed, we may not be able to offer a free replacement or refund.

Cancelling or changing an order

Please contact us as soon as possible if you need to cancel or change your order.

Our cards are printed to order and are normally processed within one working day, so we cannot guarantee that changes or cancellations will be possible once production has started.

Once an order has been dispatched, we are unable to cancel or amend it.

Damaged or incorrect orders

If your card arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please include:

• Your order number
• A description of the issue
• A clear photograph showing the damage or error

Once we have reviewed the issue, we will arrange an appropriate resolution, such as a replacement or refund.

If we have made an error with your order, you will not be charged for the replacement.

Orders damaged during delivery

We package our cards carefully, but damage can occasionally happen during delivery.

Please email us with your order number and photographs of both the damaged card and the packaging. This helps us review what happened and resolve the issue as quickly as possible.

Items lost in the post

Royal Mail deliveries can occasionally take longer than expected.

Please contact us if your order has not arrived within:

• 10 working days of dispatch for Standard or Second Class delivery
• 5 working days of dispatch for First Class delivery

We may ask you to confirm the delivery address before arranging a replacement or refund.

Please note that delays caused by an incorrect or incomplete delivery address may not be eligible for a free replacement.

Return postage

Customers are responsible for the cost of returning unwanted, non-personalised items.

We recommend obtaining proof of postage when sending a return, as we cannot be responsible for items that are lost on their way back to us.

If an item is being returned because it is faulty, damaged or incorrect, we will provide further instructions when you contact us.

Refunds

Once your return has been received and checked, we will let you know whether the refund has been approved.

Approved refunds will be returned to the original payment method.

Please allow several working days for the refund to appear in your account. The exact time will depend on your bank or payment provider.

Original delivery charges are not normally refundable unless the entire order is faulty, damaged or incorrect.

Exchanges

We do not currently offer direct exchanges.

The simplest option is to return an eligible item for a refund and place a new order for the item you would prefer.

Incorrect delivery address

Please check your delivery address carefully before placing your order.

Contact us immediately if you notice a mistake. We can update the address if the order has not yet been dispatched.

Once an order has been handed to Royal Mail, we cannot redirect it or guarantee that it will be returned to us.

Orders sent to an incorrect address supplied by the customer may not be eligible for a free replacement or refund.