Returns & refunds policy

1. Overview

We take great pride in creating beautiful, personalised colouring books that are made especially for you.

As each book is individually designed and produced using your chosen photographs, names, messages and personalisation details, our returns and refunds policy differs from that of standard, non-personalised products.

Please read this policy carefully before placing your order.

2. Personalised Products & Change of Mind

All our personalised colouring books are made to order and created specifically for each customer.

Under the UK Consumer Contracts Regulations 2013, goods that are made to a customer's specifications or are clearly personalised are generally exempt from the standard 14-day cancellation right.

The standard 14-day change-of-mind cancellation right does not apply to clearly personalised goods. We do not offer change-of-mind returns or exchanges for these goods, but may agree a cancellation before production as explained below.

This does not affect your statutory rights if your order is faulty, damaged or not as described.

3. Our Quality Guarantee

We want every customer to be delighted with their personalised colouring book.

If something has gone wrong with your order, we will do our best to put it right.

You may be entitled to a refund, replacement or other remedy in the following circumstances:

• Your book arrives damaged, including torn pages, damaged covers or significant transit damage.
• There is a printing defect, such as missing pages, unreadable printing or a significant production error.
• We have made a mistake with your personalisation, such as an incorrect name, photograph or message that differs from the details you submitted.
• You receive the wrong product.
• Items are missing from your order.

Please contact us with your order number and a description of the issue. Photographs can help us assess the problem, but are not a condition of exercising your statutory rights.

We will review the problem and arrange an appropriate resolution in accordance with your statutory consumer rights.

4. Customer Personalisation & Proof Approval

Customers are responsible for checking that all information submitted during the ordering process is accurate.

This includes:

• Correct spelling of names and messages.
• Uploading the intended photographs.
• Selecting the correct personalisation options.
• Checking any previews or proofs provided before approving them.

We cannot normally offer refunds or free replacements for mistakes in information supplied or approved by the customer, provided the finished product matches the approved details.

If you notice an error after placing your order, please contact us immediately. We will try to make amendments where possible, but changes cannot be guaranteed once production has begun.

5. Photographs Converted into Colouring Pages

Some of our personalised colouring books feature photographs transformed into black-and-white line drawings suitable for colouring.

Please be aware that this is an artistic conversion process. The finished illustrations may differ from the original photographs in terms of facial details, shading, backgrounds and artistic interpretation.

Where a preview is available, we strongly encourage customers to review it carefully before confirming their order.

Minor artistic variations or subjective preferences regarding the illustration style do not automatically qualify for a refund, provided the finished product matches the agreed description and is of satisfactory quality.

This does not affect your rights where the finished product is faulty or not as described.

6. Colour & Printing Variations

We make every effort to ensure our colouring books are printed to a high standard.

However, slight differences may occur between the colours displayed on a digital screen and the final printed product. This is due to differences in screen settings, printers, inks and paper.

Small screen-to-print differences may be normal, but this does not exclude a claim where goods are not of satisfactory quality or do not match their description or an agreed sample.

Significant printing errors or faults will be reviewed and resolved in accordance with your statutory rights.

7. Order Cancellations

Before production begins

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet entered production, we may be able to cancel it and provide a full refund.

After production begins

As our colouring books are personalised and made specifically for each customer, we are generally unable to accept cancellations once production has begun.

Any cancellation agreed before production is a goodwill arrangement and does not create an additional statutory cancellation right.

8. Delivery Issues

We carefully package our colouring books to help ensure they arrive in excellent condition.

If your order arrives damaged, please contact us promptly with photographs of the damage and packaging.

If your parcel is delayed, missing or has not arrived, please contact us so we can investigate with the delivery provider.

Customers are responsible for providing accurate delivery details at checkout. If an incorrect address is supplied, additional delivery charges may apply where the error is the customer's responsibility.

Nothing in this section removes our legal responsibilities for delivery, loss or damage before the goods pass into your possession or that of a person you have nominated to receive them.

9. How to Request a Refund or Replacement

If there is an issue with your order, please contact us as soon as reasonably possible.

Please include:

• Your order number.
• Your full name.
• A description of the problem.
• Clear photographs showing the issue, where relevant.

We aim to respond to customer enquiries within 2 working days.

Where a return is necessary because goods are faulty or not as described, we will provide instructions and cover reasonable return costs where legally required.

Refunds due for faulty goods will be made without undue delay and within 14 days of our agreement that you are entitled to a refund, using your original payment method unless you expressly agree otherwise. We will not charge a refund fee.

10. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.

All goods supplied must be of satisfactory quality, fit for purpose and as described.

The fact that a product is personalised does not remove these rights.

For faulty goods, consumers normally have a 30-day short-term right to reject from delivery. After that, repair or replacement and, where the law allows, a price reduction or final rejection may be available. Reporting an issue later does not automatically remove your rights. These consumer rights apply to personal purchases; business orders are subject to the applicable law and agreed quotation.

If we offer non-personalised goods in future, the personalised-goods cancellation exception will not apply to them. Where the usual online cancellation right applies, you can notify us within 14 days of delivery and return goods within a further 14 days. We will refund within 14 days of receiving the goods back or evidence of their return, including the cost of standard outbound delivery. We will explain any applicable return costs before purchase.

11. Contact Us

We are always happy to help and want you to have a positive experience ordering your personalised colouring book.

For refund requests, email emma@frankielovesivy.com or WhatsApp +44 7477 272088. Please do not send goods back until we have provided return instructions.