The guarantee
If the book is not right, we reprint it
No photographs of the fault, no returns label, no restocking fee, no manager to escalate to. Tell us what is wrong and a replacement goes on the press.
What is covered
- Colour that does not match the proof, or skin tones that came out wrong
- Banding, streaking, misregistration or any other press fault
- A binding that cracks, splits or sheds pages in normal use
- Trim, alignment or a spread that is out of position
- Damage in transit, whatever the courier says happened
- Arrival after the promised date on your order
- Visible fade on an Archival Heirloom book, within your lifetime
What is not
- A photo that was too low-resolution and was flagged before you ordered — that is why we flag it, and why we block the worst cases outright
- A typo in a caption you wrote
- Choosing a layout you later dislike, when the printing is correct
- Ordinary wear from years of being handled — which is the point of a book
Even so: if you got something wrong and you are stuck, contact us. We reprint at cost for honest mistakes far more often than this page implies, because a customer with a book they are ashamed of is worse for us than a sheet of paper.
How to claim
Three steps, and none of them involve posting the book back
Tell us what is wrong
Message us with your order number and a sentence. A photo helps us fix the underlying cause but is not required for the reprint.
We reprint or refund
Your choice, not ours. A reprint goes into the next production run at priority; a refund is back on your card within three working days.
Keep the first one
We do not want it back. Return postage on a faulty book costs more than the book and wastes your afternoon.
Why we can afford this
Because we spend the money at the front instead
Blocking unprintable photos before checkout, posting a free proof of your own spread, and re-linearising the press every morning are all cheaper than a reprint — and much cheaper than a customer who never orders again. The guarantee is generous because we have arranged not to need it often.