Returns, Refunds & Replacements

01Our 100% Make-It-Right Guarantee

We want you to be happy with the personalized book you receive.

• If your book arrives damaged, defective, incorrect, or materially different from the book you approved, you choose a free replacement or a full refund.
• If your book was produced correctly but you are unhappy with the personalization or the illustrations, contact us within 30 days of delivery. We will correct the personalization and send you a replacement free of charge.
• If we cannot make the issue right, we will refund 100% of the amount you paid for the affected product.
• You never need to return your personalized book to receive a replacement or a refund.

Nothing in this policy limits any rights you may have under the consumer laws of your country.

02Personalized & Made-to-Order Products

Every CelebrateAlly book is personalized using information you provide, which may include names, photographs, appearance details, personalization answers, dedications, themes, illustrations, and other choices you make while creating the book.

Before you pay, you can read and edit your complete personalized book for free — every page, every illustration. The version you approve at checkout is the version we print, subject to the minor differences that naturally occur between a screen and a printed page.

Because each book is made specifically for you and cannot be resold or restocked, we do not accept physical returns or exchanges for a change of mind. This does not affect our Make-It-Right Guarantee when there is a problem with your order.

03Order Cancellations

We begin processing personalized orders shortly after they are placed. If you would like to cancel, email hello@celebrateally.com as soon as possible with your order number.

Before production begins

If your printed book has not yet entered production, we will cancel your order and issue a full refund.

After production begins

Once your book has entered production, cancellation may no longer be possible, because the book has already been made for you. You are still welcome to contact us and we will always check whether production can be stopped. If it cannot, the rest of this policy still applies — a problem with the book you receive is covered by our Make-It-Right Guarantee.

04Damaged or Defective Books

Contact us within 30 days of delivery if your printed book arrives damaged, misprinted, with missing pages, with binding or manufacturing defects, with significant printing problems, or otherwise defective.

You choose either:

• a free replacement, including standard shipping; or
• a refund of 100% of the amount you paid for the affected product.

You will not be asked to return the defective book. We may ask for photographs of the problem so we can verify what happened and improve our printing and fulfillment.

Nothing in this section affects your rights under applicable consumer law.

05Incorrect Books & CelebrateAlly Errors

If we make an error and the book you receive does not materially match the personalized book you approved, we will make it right. For example:

• the wrong book was shipped;
• personalization was incorrect because of our system;
• an illustration differs materially from the version you approved;
• pages were printed incorrectly; or
• another production or fulfillment error on our side.

Contact us within 30 days of delivery and choose either a free corrected replacement or a refund of 100% of the amount you paid for the affected product. No physical return is required.

06Not Happy With the Personalization or Illustrations

Personalized illustrations can be subjective, particularly when they are drawn from photographs and personal appearance details.

If the book you receive matches the preview you approved but you are still unhappy with the personalization or the illustrations, contact us within 30 days of delivery and tell us what you would like improved — facial likeness, hair colour or style, eye colour, skin tone, clothing, a particular illustration or page, or any other personalization detail.

We will correct the issue and send you a corrected replacement free of charge. We may ask for a clearer reference photograph or a little more detail so the correction lands accurately.

If we cannot make the personalization right, we will refund 100% of the amount you paid for the product. You do not need to return the original book either way.

If what you would like changed is something that was entered incorrectly when the book was created, see Information You Entered below — we will still try to help, but those corrections are handled differently.

07Information You Entered & Content You Approved

Please review your book carefully before placing your order. If information was entered incorrectly when the book was created and we printed the preview you approved, that is not a CelebrateAlly error. Examples include:

• a misspelled name;
• an incorrect date or relationship;
• the wrong theme selected;
• the wrong photograph uploaded;
• other personalization details entered incorrectly; or
• approving the book and later deciding you would prefer something different.

These orders are not automatically eligible for a refund or a free replacement. Please contact us anyway — we will always try to help, and depending on the circumstances we may be able to offer a correction or a replacement at a reduced price.

08Change of Mind

Because every printed CelebrateAlly book is personalized and made to order, we do not accept returns or issue refunds simply because you change your mind after the book has entered production — for example if you no longer want the book, ordered it for the wrong occasion, would prefer a different design or product, or the recipient no longer needs the gift.

If production has not started yet, see Order Cancellations above.

09Lost or Undelivered Orders

If your book has not arrived within the expected delivery window, contact us at hello@celebrateally.com. We will review the tracking and work with our shipping and printing partners to find out what happened.

If 30 days have passed since you placed your order and your book has still not arrived, we will reprint and reship it free of charge or refund you in full — your choice, no questions asked. The same choice applies sooner if an order is confirmed lost in transit. There is no additional charge for replacement shipping.

Printed books normally arrive well inside that window. See our shipping policy for current delivery estimates.

10Delivery Address Problems

Please give us a complete and accurate shipping address when you order, and tell us as soon as you spot a mistake. If the order has not shipped, we will do our best to update the address. Once it has shipped, we may not be able to redirect it.

If a parcel is returned to us as undeliverable because the address was incorrect or incomplete, contact us and we will arrange a reprint or a refund.

11Exchanges & Physical Returns

We do not offer traditional exchanges, because every CelebrateAlly book is made for one specific person. Where there is a problem with your book we send a free corrected replacement instead, under our Make-It-Right Guarantee.

We also do not require or accept physical returns of personalized books. Please do not mail your book back to us unless our support team specifically asks you to. Eligible refunds and replacements are processed without a return, which means:

• there are no return shipping fees; and
• there are no restocking fees.

12Digital PDFs

A personalized PDF is created specifically for you and cannot be returned once it has been generated, so digital products are generally non-refundable after delivery.

We will still make it right if:

• your PDF fails to generate;
• the download does not work because of a problem on our side;
• the file is corrupted or unusable;
• the wrong book was provided; or
• the PDF is materially different from the version you approved.

We will fix the problem and get you the correct digital product. If we cannot, we will refund the affected digital product in full.

13How Refunds Are Issued

Approved refunds go back to the original payment method. We process them within 3 business days. Your bank or card issuer may then take a further 5–10 business days to post the refund to your statement, and that timing varies by financial institution.

If an order was placed with a discount or promotional offer, a refund is based on the amount you actually paid, not the undiscounted retail price. Standard shipping is included in the price of a printed book, so a full refund returns the full amount charged.

Nothing in this policy limits any rights you may have under the consumer laws of your country.

14How to Reach Us

Email hello@celebrateally.com and, where relevant, include:

• your order number and the email address you ordered with;
• a short description of the problem;
• the page or illustration affected;
• photographs of a printed problem; and
• what you would like us to change.

For personalization concerns, a clear reference photograph helps us make the correction accurately. We aim to respond within 1 business day.

Personalized books are special, and we understand how much it matters that the finished book feels right. If yours is not right, tell us and we will fix it, replace it, or refund it. See our contact page for other ways to reach us and our shipping policy for current delivery times.