Refunds and returns

Last updated 23 August 2026. Every piece is made to your design after you order, so this is not a normal returns policy — please read it.

If something is wrong with it

We replace it or refund it, your choice. That covers a piece that arrives damaged, a printing fault, or a piece that does not match the design you approved. Send a photo to hello@placeswehold.com within 30 days of delivery. You do not need to send the piece back.

If you change your mind

Tell us quickly and we will do what we can.

• Before it goes to the printer — full refund, or we change the design for you. No charge either way.
• After it goes to the printer — the piece is being made with your names on it and cannot be sold to anyone else, so we cannot refund it in full. Ask anyway; if it has only just gone, we will try to catch it.

You have about two hours. We deliberately hold every printed order for two hours before sending it to the printer, so there is a real window to change your mind or fix a name. After that the piece is being made.

Typos and wrong details

We print what you approve on the review screen, so a misspelled name is not a fault we can find for you. But we would rather you had the right piece than be right about whose mistake it was: if you tell us before it is printed we will fix it for nothing, and if it is already printed, write to us and we will work something out.

Digital files

Because the files are delivered immediately and cannot be returned, digital purchases are not refundable once the download links have been sent — unless the files are faulty or not what you designed, in which case the first section applies.

How a refund reaches you

It goes back to the card you paid with, and normally appears within five to ten working days depending on your bank.