Returns & refunds

Last updated: 25 September 2026

The short version

  • Changed your mind? You can cancel for free until we start making your book.
  • Arrived damaged, faulty or not what you ordered? Tell us within 14 days and we'll reprint it or refund you — no need to send it back.
  • Just email orders@cozybeestudio.com with your order reference.

Why personalised books can't be returned for a change of mind

Every book is written, illustrated and printed for one person — with their name, their face and your message in it. We can't sell it to anyone else, so, like all made-to-order personalised goods, it isn't covered by the usual 14-day right to cancel under the Consumer Contracts Regulations. Your other rights stay exactly as they are.

Cancelling or changing an order

Write to us as soon as you can. Until we've started making your book, you can cancel for a full refund, or change the name, photo, dedication or format. Once it has gone to print, it can't be changed or cancelled.

If something's wrong

  • Damaged in the post, a printing fault, pages missing, or a mistake that's ours (a misspelt name you gave us correctly, the wrong story, the wrong format)? Email us within 14 days of delivery with your order reference and a photo of the problem.
  • We'll reprint it and send it again at no cost, or refund you in full if you'd rather. You don't need to return the faulty book.

If it hasn't arrived

Printed books are made to order and posted by our print partner, Gelato. If yours hasn't arrived when you expected it, tell us — we'll chase it, and if it's lost, we'll send a new one.

PDF books

A PDF can't be returned once it has been emailed to you. If there's a mistake in it that's ours, we'll fix it and send it again straight away.

The Book Club

You can cancel any time from your account (Manage subscription). Cancelling stops the next renewal; the period you've paid for runs to its end. Books already being made or posted for you can't be refunded, as each one is personalised — but if one arrives with a fault, everything above applies.

How refunds are paid

Refunds go back to the card or wallet you paid with, through Stripe, within 14 days of us agreeing them. Your bank may take a few more days to show it.

Your statutory rights

Under the Consumer Rights Act 2015, what you buy must be of satisfactory quality, fit for purpose and as described. Nothing on this page takes those rights away.

Contact

Anything at all about an order: orders@cozybeestudio.com. See also our Terms & Conditions.