What happens if my personalisation is missing or incorrect?

If your personalisation is missing or incorrect on your case, the resolution depends on whether the error originated from our production process or from the details you submitted during customization.

Our responsibility (free replacement or refund)

Manufacturing or printing errors:

• Missing personalization that failed to print
• Incorrect text or images due to our production mistakes
• Wrong colors or design placement on our end
• Any technical printing defects during manufacturing

Customer responsibility (store credit or discount support)

Input errors during customization:

• Typos or spelling mistakes in submitted text
• Wrong images uploaded or selected
• Incorrect design choices made during the customization process
• Low-quality images that resulted in poor printing
• Gaps or misaligned images

How we resolve the issue

Step 1: Contact us with details

• Describe what's missing or incorrect on your case
• Include photos showing the issue
• Provide your order number for reference

Step 2: We determine responsibility

• We review your original design submission against what was printed
• Manufacturing errors are approved for free replacement immediately
• Input errors qualify for store credit or 40% discount on a corrected re-order

What happens next

For our printing mistakes:

Your replacement will be processed immediately with free shipping, or you'll receive a full refund.

For customization input errors:

We'll support you with store credit or a 40% discount on a corrected re-order to help you get exactly what you want.

Important note: We carefully review each case to determine whether the error occurred during our production process or originated from the submitted customization details.

Updated on: 12/02/2026