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Shipping & returns

Effective date: September 14, 2026.

How it works

Custom items are printed to order. After you place an order, your invoice and any applicable payment instructions are shown on your order page and sent to your email. If you choose store credit at checkout, it is deducted when the order is successfully placed; any remaining amount is paid separately. An order fully covered by credit requires no additional payment to us. Production starts once your payment is confirmed. Most items are ready within 2-4 business days after payment confirmation.

Delivery options (Jamaica)

  • Free Pickup - Montego Bay: collect from us with no shipping fee.
  • Knutsford Express: collect from your nearest depot. Depending on the option selected at checkout, the Knutsford fee may be prepaid with your order or paid directly to Knutsford when you collect. Bring valid government-issued ID, such as a national ID, passport, or driver's licence.
  • Zip Mail - Collect at Post Office: posted via Jamaica Post Zipmail. The recipient collects at the chosen post office and should bring valid government-issued ID. Jamaica Post may also request a TRN.
  • Zip Mail - Deliver to Address: Jamaica Post Zipmail delivers to the recipient's address. Please make sure the recipient is reachable by phone.

Zip Mail and prepaid shipping fees are included in your order's amount payable. Package handling is subject to Jamaica Post or carrier rules. We may contact you if extra information is needed before posting.

Cancellations

For customized items, request cancellation before production begins. Use Cancel on your order when available, or contact us directly. Once custom production has started, we cannot accept a change-of-mind cancellation. For standard gift items, such as candles or non-customized key rings, contact us about cancellation or return before sending an item back. For a bundle, identify which item is affected. The custom-production restriction does not apply merely because an item is sold in our gift shop.

Returns

For customized items made just for you, we do not accept change-of-mind returns once production begins. This does not exclude remedies for faulty or materially misdescribed items.

If an item is damaged, faulty, materially different from its description, or has a print or production error on our end, contact us so we can review the appropriate remedy, including replacement, remake or refund. Please report the issue promptly, ideally within 7 days of delivery, with your order number and a photo of the issue.

Payment refunds and store-credit returns

For an eligible cancellation, credit used on the order is returned to your account, less any credit already returned. If you have not paid any money separately, there is no separate payment to refund. For an approved partial or full return, the amount paid with credit normally returns as credit, and money paid separately, such as by bank transfer, is normally refunded to you separately, subject to your statutory rights. We record these amounts separately. Neither portion can exceed what was paid through that source, less previous returns.

Your order details show returned amounts. Select the store-credit amount or history icon beside the heading on Orders to view your credit history, including when your balance is zero or credit cannot currently be used at checkout. This does not remove your existing balance or history.

If your account has already been closed and you believe a repayment is due, contact us with your order number, where relevant, and information supporting your claim. We will review how the credit arose and reasonably verify the claim. If repayment is due, we will arrange it and keep a record of the payment. Closing an account does not make all credit available for withdrawal: gift, promotional and goodwill credit does not automatically qualify for a money refund. An order number alone does not establish entitlement. We do not transfer the amount to another customer's account. See the store-credit terms for details.

Nothing in this policy limits your rights or remedies under applicable Jamaican consumer-protection law. Please report problems promptly; our request to contact us within 7 days does not remove any statutory rights you may have.

Reprints & photo retention

So we can remake or reprint an order, we keep its photos for 90 days after delivery, then permanently delete them. Reorders after that window require you to upload the photo again. See our privacy policy for details.