Refund policy
The short version
Because every item is illustrated from your own family and printed for you alone, it is exempt from the usual 14 day right of withdrawal for online purchases. You cannot send it back simply because you changed your mind.
But if it arrives wrong, that is on us. Damaged, misprinted, missing, or never delivered: tell us and we put it right.
Before you order, nothing is committed
This is the part that matters. You see the finished illustration on the product page, full size, before you pay a penny. If it is not right, start again. You can create as many families as you like, and you only pay once you are happy with what you are looking at.
That is why there is no "preview fee" and no deposit.
When something arrives wrong
Write to hello@tellmestories.ai within 14 days of delivery with:
- your order number,
- a photo of what arrived, and of the packaging if it was damaged.
We reprint and reship at our cost, or refund you in full, whichever you prefer. You do not have to send the faulty item back unless we ask.
If your parcel never arrives
If tracking has not moved for 10 working days, or 30 days have passed since your order confirmation, write to us. We reship or refund.
Legal conformity
Beyond anything written here, you keep your statutory rights against lack of conformity under EU consumer law. Nothing on this page reduces them.
How refunds are paid
Refunds go back to the payment method you used, through Shopify. Your bank usually takes a few working days to show it.