Returns and refunds

Bespoke printing and your right to cancel

Everything we print is made to your own artwork. Before production starts you can cancel any order in full, for any reason, and we will refund you completely.

If your order arrives damaged

Tell us within 24 hours of delivery, with photographs of the goods and the outer packaging. We will reprint and resend the affected items free of charge. Please keep the packaging until the claim is settled.

If something is printed wrong

If the finished product does not match the proof you approved, or is faulty in materials or workmanship, let us know within 24 hours of delivery. We will reprint it at our cost or replace the affected items. We may ask you to return a sample or the full quantity so we can investigate.

What is not covered

• Errors present in artwork you supplied and approved at proof stage, including spelling and images.
• Slight colour variation between screen and print, or between print runs and materials.
• Delays caused by late artwork approval, or by the courier once goods have left us.

How to make a claim

Email l.cooper@optichrome.com with your order number and photographs where relevant. We aim to respond within one working day. Approved refunds are returned to the original payment method within 5 to 10 working days.

Design assistance

Design work is quoted and agreed before we start. Once design time has been spent it cannot be refunded, but we will keep revising the design until you are happy with it within the agreed scope. See our terms and conditions for the full picture.