Returns & refunds

Every It’s My Story book is made to order, just for you. Because of this, we can’t accept returns or offer refunds if you change your mind once your order has been placed. This doesn’t affect your legal rights if something is wrong with your book.

We check every order, but if your book arrives damaged, with a printing or binding fault, or isn’t the book you ordered, we’ll put it right with a free reprint or a full refund.

1. Contact us within 30 days of delivery at [email protected] or through our contact form.
2. Include your order number and a photo showing the problem.
3. We’ll reply within two working days, usually with a replacement on its way. You won’t normally need to send the book back.

Books are printed exactly as shown in the preview you approved, so please check names, spellings and pictures before ordering. We can’t offer a refund for mistakes in an approved preview, but if your book hasn’t gone to print yet, contact us straight away and we’ll do our best to help.

When you buy a PDF, you agree that it is delivered straight away, so the right to cancel ends once you start the download. If a PDF won’t open or is incomplete, contact us and we’ll fix it or refund you.

If your tracking shows no movement for five working days, or says your book was delivered but you haven’t received it, contact us. We’ll investigate with the courier and send a replacement or refund if it can’t be found. See delivery information.

Refunds go back to the card you paid with, normally within 14 days of us agreeing them. Your bank may take a few more days to show the money in your account.