FAQ

Orders and delivery

How do I receive my order?

All our products are digital downloads, so nothing is shipped to you. After checkout, your personalized file is created and sent to the email address you used at checkout, usually within 24 hours.

I haven't received my file. What should I do?

First check your spam or promotions folder. If it isn't there after 24 hours, contact us with your order number and we'll resend it right away.

Can I order a printed copy?

Not at the moment. You print the file at home or at any local print shop.

Personalization

What details do you need?

Each product page lists the details we need, for example your child's first name, age and interests. Please double-check the spelling before you order, because your file is created exactly as entered.

I made a typo. Can it be fixed?

Yes. Contact us within 7 days of your order and we'll correct it once, free of charge.

There's a mistake in my file that wasn't my fault.

We'll fix it for free as quickly as possible. Just reply to your delivery email or contact us.

Printing

What format are the files?

High-resolution PDF files that print well on both A4 and US Letter paper.

What paper should I use?

Regular printer paper works well. For pages that will be colored or painted, thicker paper (160-200 g/m²) works even better.

Can I print my file more than once?

Yes. Print as many copies as you like for your own family's personal use. Files may not be resold, shared or used commercially.

Payments and refunds

Which payment methods do you accept?

All the payment methods shown at checkout.

Can I get a refund?

Because every file is personalized and delivered digitally, we can't offer refunds once a file has been delivered, unless the file is faulty and we can't fix it. See our Refund policy for details.