Returns, reprints and refunds
Damaged in transit or wrong on our side: we reprint or refund, with no restocking fee. This page says how to ask and where the one exclusion falls.
In the 24 hours after you pay
Your order page carries the choice; the link to it is next to your order at checkout and in the order confirmation. Ask for a change and nothing is printed – we redraw it at no charge and show it to you again. A paid order cannot be cancelled at will: the print is made for you alone. Your statutory rights below are not affected. After those 24 hours the order is in production as you approved it.
Creased, damaged or wrong
A print that arrives creased or damaged, a print that does not match the preview you approved, or a fault in the printing itself is ours: we reprint it or refund it, whichever you prefer. There is no restocking fee, and nothing has to be sent back before we start.
Tell us what is wrong and, where the parcel or the print is damaged, a photograph of it. That is what a supplier claim is made on, and it is the only thing we ask for. Tell us when you unpack it; we set no deadline of our own for it.
A person answers within two working days. A reprint answer names the day the new print leaves us, and it goes to the press before anything is sent back.
A parcel that has not arrived
We write to you the day your parcel leaves us, and if it cannot leave by the ship-by date on your order, we write before that date passes. We have no parcel tracking to give you.
If you have our message that it left and the parcel has still not come, write to us with your order number. A person answers within two working days with what the printer and the carrier say. A parcel lost on the way is ours as well: we reprint or refund it.
The one exclusion
A correct print of the moment you chose – the file you approved, printed as approved – is made for you alone and cannot be sold to anyone else. Personalised goods therefore carry no 14-day withdrawal right, and this is said before you pay: a wrong word, a wrong date or a wrong place is yours to catch on the preview, and free to fix in the 24 hours after payment.
How a refund is paid
Back to the payment method the order was paid with, through the same checkout that took it. Nothing is deducted from it.
Asking
Write to kontakt@chartednight.com with your order number and what is wrong. Please quote the order number rather than forwarding the link to your order page, which is a key to your own print.