Refund policy

Return and refund policy

Because every Puddlejar print is personalised and made to order just for you, we can't accept returns or offer refunds if you change your mind. (Under UK consumer law, personalised goods are not covered by the 14-day cancellation period.)

If something is wrong, we'll put it right. If your print arrives damaged, has a printing fault, or isn't what you designed, email hello@puddlejar.com within 14 days of delivery with your order number and a photo. We'll send you a free replacement or a full refund, whichever you prefer.

Lost parcels: if your tracking hasn't moved for 10 working days, contact us and we'll look into it and reprint if needed.

Mistakes in your design: please check your title, subtitle and family carefully before ordering. If you spot a mistake, contact us as soon as possible: we can usually fix it if the print hasn't started production yet (we wait a few hours before sending orders to print).

Refunds go back to your original payment method and usually appear within 5–10 working days.