Returns

I love happy customers!

If something isn’t right, I’ll always do my best to resolve it quickly.

Can I change or cancel my order?

All prints are made to order.

If your order hasn’t entered the print queue (usually within 12 hours), I may be able to amend or cancel it. Please email hello@lornafreytag.co.uk as soon as possible.

Personalised and custom orders cannot be changed once production has begun.

My order has arrived damaged or incorrect

If your print, card or book arrives damaged or there has been a printing error, please email hello@lornafreytag.co.uk with:

• A photo of the item
• A photo of the packaging (if damaged in transit)

If there is a production issue or damage in transit, I will arrange a replacement as quickly as possible.

Can I return an item for a refund?

All my prints are made to order through my trusted printing partners.

Personalised and custom prints

As these are made specifically for you, personalised and custom prints cannot be returned or refunded simply because you've changed your mind. This doesn't affect your rights if an item is faulty, damaged or not as described.

Standard (non-personalised) prints

For customers in the UK and EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

Please email hello@lornafreytag.co.uk within 14 days of delivery if you'd like to cancel your order. You'll then have a further 14 days to return the item.

Customers are responsible for return postage costs when cancelling because they've changed their mind.
Returns must be sent to my address in Scotland, even if your order was printed and dispatched from another country. Please contact me for the return address before posting.
Please package your print carefully to protect it during transit. You may be responsible for any reduction in value caused by handling beyond what's necessary to inspect it.
Eligible refunds include the item price and original standard delivery charge. Refunds will be issued within 14 days of receiving the returned item, or receiving evidence that it has been sent back, whichever is earlier.

For customers outside the UK and EU, change-of-mind returns are not generally offered, except where required by applicable local consumer law.

Damaged or incorrect orders

If your order arrives damaged, faulty or incorrectly printed, please contact me with photographs. I'll arrange a free replacement where appropriate, and you won't normally need to return the damaged item.

Your statutory consumer rights are unaffected.

Still have a question?

Email hello@lornafreytag.co.uk
or message me on Instagram @lornafreytag

You’ll hear back from me directly.