Cancellations & refunds
Last updated: 6 October 2026
Before submission to the printer: a full refund
You can cancel your order for a full refund if your request reaches us before we submit the book to the printer, including before uploading your photos. Contact hi@thelove.press with your order number and ask us to cancel. Cancellations are handled manually; we confirm when work on the book has stopped.
If you like the idea but a detail needs fixing, choose Request changes on your proof. Two rounds of changes are included. If your proof still isn’t right, contact us before approving; we’ll review the issue or refund the order. Corrections to our mistakes are not limited by that allowance.
After approval
Approval sends your book towards production, and submission to the printer can happen soon afterwards. If you want to cancel, please contact us before approving. If your request arrives after submission, we will try to stop production, but cannot promise that cancellation will still be possible.
A book made with your photos and wording is clearly personalised. The usual EU 14-day right to return a purchase simply because you changed your mind does not apply to these personalised goods. Our refund promise before printer submission is an additional policy; it does not replace any statutory right that applies to your order.
If your book arrives damaged or wrong
Tell us promptly if it is damaged, faulty, has missing pages, differs from the approved proof or is the wrong order. Your rights do not disappear because you approved a digital proof.
Include your order number, a short description and photos of the problem where possible. Keeping the packaging can help us investigate delivery damage. We will arrange the remedy required by law, which may include replacement, repair, a price reduction or a refund. You will not pay the necessary return or replacement costs for a confirmed problem covered by your legal rights. Contact us before posting a return so we can give you the correct address.
For EU consumers, goods are covered by a legal conformity guarantee of at least two years from delivery. Please report problems as soon as you notice them; this request is not a shorter claim deadline.
How refunds are paid
We return approved refunds to the original payment method. We initiate voluntary cancellation refunds within 14 days of accepting the cancellation; your bank or payment provider may take additional time to show them. Any shorter deadline required by law takes priority. We do not replace a refund with store credit unless you ask us to.