Returns & Refunds Policy

Our Returns Policy

All Told Print™ products are made to order. Only items explicitly marked as personalised or custom-made are treated as personalised or custom for returns.

Customers are responsible for reviewing product selection, size, colour, design options, personalisation text, and shipping details before checkout.

By placing an order, you acknowledge that personalised or custom-made products are excluded from standard return rights except in cases of defect, damage, or incorrect fulfilment.

When Replacements or Refunds Apply

We offer a replacement or refund when an item arrives damaged in transit, contains a manufacturing defect, is incorrect due to our error, includes a clear production issue, is confirmed lost by the carrier, or experiences a significant delivery issue caused by our handling.

Delays caused by customs procedures, postal strikes, or force majeure events outside our control are not eligible for refunds.

How to Request a Return or Refund

To request a return, replacement, or refund, please contact us within 14 (fourteen) days of delivery.

Email info@toldprint.com with your order number and a short description of the issue. If the item is defective or damaged, include clear photos. We typically respond within twenty-four to forty-eight business hours.

If approved, a replacement will be produced and shipped at no cost, or a refund will be issued to the original payment method within five to seven business days.

Return shipping for non-defective returns is always the customer’s responsibility. When the issue is due to our error, return shipping is covered where applicable.

Personalised and Custom Items

If incorrect personalisation details were submitted, please contact us within two hours of placing your order. Once production begins, changes are no longer possible.

EU Consumer Rights

Under European Union law, consumers have a fourteen-day right of withdrawal for distance purchases. This right does not apply to goods made to the consumer’s specifications or clearly personalised products.

For eligible non-personalised items, the withdrawal right applies in accordance with Directive 2011/83/EU. Personalised items are exempt under Article 16(c).

Additional legal details are available in our Terms & Conditions