Refund & cancellation policy

The short version

• Every order is personalised and made to your specification — we don’t sell non-personalised stock.
• You can unlock + edit or cancel any order from your dashboard until 7am on the dispatch date.
• After that moment the order enters production and can’t be cancelled or edited — but we’ll always try to help if something urgent comes up.
• Cancellations refund the full amount to your original payment method, typically within 5–10 working days.
• If we get something wrong, we’ll put it right — free reprint or full refund, your choice.

How cancellations work

Every order has a dispatch dateset the moment you check out. Until 7am on that date you’re in control of the order — open it in your dashboard, and you’ll see two options:

• Unlock to edit — pauses the order, reopens the design in the editor. Make your changes, then tap Reconfirm design. If you reconfirm before 7am the next working day, dispatch is still that same day; after 7am it goes out the following working day.
• Cancel order — refunds the full amount. The design drops back into My Designsso you can tweak it and reorder whenever you’re ready.

The 7am cutoff exists because production runs start at 7am each working day. After that, your order is physically in motion.

What happens after 7am on dispatch day

Your design locks for print. The controls on your dashboard are hidden — no more edits, no more cancellations from your side. If something urgent has come up (a last-minute venue change, a typo you just spotted), message studio@taverncreative.co.uk as quickly as you can. We’ll do what we can; depending on where the order is in production the resolution may include a partial refund, a discounted reprint, or proceeding with the run as placed.

Design approval is your responsibility

Before the dispatch date arrives, the design you see in the editor is the design that prints. Please check:

• spelling of names, venue, witnesses
• punctuation and capitalisation
• dates, times, day of the week
• postcodes, RSVP details, QR code destinations
• colours, fonts, overall layout

We can’t offer refunds or free reprints for mistakes that were present in the design when the order locked for print. If in doubt, unlock and double-check before 7am — that’s exactly what the buffer is there for.

Samples

We offer a £5 personalised sample on request — a single card printed on the real Fedrigoni stock so you can see the printed colours and texture before committing to a full run. Samples are non-refundable once dispatched.

If we get it wrong

If your order arrives with a printing or production error that wasn’t in your approved design — misregistered ink, damaged card, the wrong stock — email studio@taverncreative.co.uk with photos within 7 days. We’ll reprint at no cost, or refund in full — your choice.

Lost or delayed parcels

If your tracked parcel hasn’t arrived by the expected delivery date, email us and we’ll open an investigation with the carrier. UK parcels are officially classed as lost after 10 working days from dispatch; international after 25. Once declared lost we’ll reprint and resend at no cost, or refund in full.

Your statutory rights

This policy doesn’t affect your rights under the Consumer Rights Act 2015 if something is not of satisfactory quality, not as described, or not fit for purpose. Personalised goods are exempt from the 14-day cancellation right under regulation 28 of the Consumer Contracts Regulations 2013 — which is why we’ve designed the dashboard flow to give you a dated cancellation window of your own.

If you feel your rights haven’t been honoured, you can contact Citizens Advice or your local Trading Standards office.