Damage, Defects & Replacement Policy

Every book I make is individually customized and packed by hand. Because of this, each book is unique and may have very small variations or imperfections. I take great care with every order and inspect each book before it is shipped, but books can also be damaged during shipping or develop issues that are not immediately visible.

If there is a problem with your order, please contact me. I want you to be happy with your book/ order, and I will always try to find a fair and reasonable solution.

Every book I customize has already travelled quite a bit before it reaches you. It typically makes at least three journeys: from the printer or publisher to the bookstore, from the bookstore to me, and finally from me to you.
I carefully inspect every book when it arrives in my hands and do my best to catch any imperfections before I begin working on it, but it is possible to miss superficial flaws.

Once your book is finished, I take just as much care with packaging as I do with the customization itself. Every order is wrapped prettily and packaged as securely and protectively as I can make it, so that your book has the best possible chance of arriving in perfect condition.

Unfortunately, even with careful packaging, there is always a small possibility of a book leaving my hands in perfect condition but getting damaged during transit just like any book ordered online.

Nothing in this policy limits or excludes any rights you may have under applicable consumer law. Where applicable law provides you with rights or remedies that differ from the solutions described here, those statutory rights will apply.

1. How to report a damaged or defective book

If your book arrives damaged or you discover a significant defect, please contact me within 14 days of delivery.

Please include:

• Your order number

• A description of the problem

• Clear photos showing the damage

• Photos of the packaging and the shipping box

• The shipping label

Please do not throw away any of the packaging until the issue has been resolved.

I may ask for additional photos/ videos or information if I need a better understanding of the problem.

Please do not make alterations to your book before or even after having reached out to me unless being told to do so. 

2. Minor imperfections

Small imperfections are an expected part of handmade books and shipping internationally and do not automatically qualify for a replacement or any kind of refund.

Examples may include:

• Very small scratches, dents or tears

• Slight creasing or compression at the top/bottom of the hardcover spine

• Small differences in the placement of a hardcover design

• Very slightly off center edges

• Slight variations in edge color

• Minor differences between the finished book and a digital mock-up

• Small imperfections that do not noticeably affect the overall book/ edge appearance or use of the book

• Smudges that can be wiped off the dustjacket with a damp cloth (if necessary try using soap or a mild cleaner)

If an imperfection is minor but still bothers you, please feel free to contact me. I will consider the circumstances and may offer a small partial refund or another appropriate solution at my discretion.

3. Moderate damage or defects

A problem may qualify for a partial refund or replacement when it is more noticeable but the book is still usable and can reasonably be kept.

Examples may include:

• A clearly visible but limited flaw in the hardcover design

• Noticeable damage to part of the cover like a small rip or dent

• Noticeable damage to the hardback itself

• Medium edge damage

• A design that is more noticeably off-center

• A small area where ink is missing/ has misprinted

• A production mistake that does not make the book unusable

• Damage during shipping that affects the appearance but not the structural integrity of the book

Depending on the circumstances, I may offer:

Partial refund: If you are happy to keep the book despite the issue, I may offer a partial refund reflecting the severity of the defect.

Replacement: If the issue is significant enough that the book does not meet the expected standard and I am able to make another copy, I may offer a replacement.

The appropriate solution will depend on the individual circumstances of the order.

4. Significant or major damage

A book may qualify for a replacement or partial/ full refund when the problem is substantial and goes beyond normal handmade variation.

Examples may include:

• Major damage to the hardcover like dented corners or spine

• A design that is substantially different from what was ordered

• A significant part of the hardcover design is missing or peeling (hardcover design refund)

• Severe damage to the edges

• Structural damage caused during the customization process

• Pages that have been significantly damaged during production

• A book that is the wrong title or edition

• Severe shipping damage that makes the book unsuitable for use or display

The appropriate solution will depend on the individual circumstances of the order.

Where appropriate, I will first try to offer a replacement. If a replacement is not reasonably possible, another appropriate remedy, including a refund, may be offered in accordance with applicable consumer law.

5. Shipping damage

Books can occasionally be damaged while travelling to you, even when they leave me in perfect condition.

If your package arrives visibly damaged, please take photographs of the package before opening it, if possible.

If the book itself is damaged, please send me photos of:

• The damaged book

• The damaged area

• The outer packaging

• The shipping label

• Any obvious impact, crushing, tearing, or water damage
  
  

I will assess the damage and determine the most appropriate solution.

Depending on the severity of the damage, this may be a partial refund, replacement or full refund.

6. Issues affecting one book in a set or multi-book order

Where an order contains multiple books and a problem affects only an individual or a limited number of books, the appropriate remedy will only relate to the affected books rather than the entire order or set.

A minor or moderate defect affecting one book does not ordinarily qualify for a full refund of a complete book set where the other books in the set are unaffected and otherwise meet the expected standard.

For example, if one book in a set has a small cosmetic imperfection, minor damage, or another limited defect, the issue will normally be addressed by offering an appropriate remedy for that individual book, such as:

• no refund where the issue falls within the minor imperfections described above;

• a partial refund reflecting the severity of the defect;

• a replacement of the affected book, where reasonably possible; or

• another appropriate solution agreed between us.

A full refund of an entire set or order would generally only be considered where the problem is sufficiently serious that the order as a whole does not reasonably meet the expected standard, where multiple books are significantly affected, or where the affected book or books cannot reasonably be separated from the overall purpose or use of the order.

Where an issue affects only one or some books in a multi- book or set order, I will normally address the affected book(s) rather than the unaffected books. A full refund of the entire order/ set would generally only be appropriate where the issue substantially affects the order/ set as a whole or the books cannot reasonably be treated separately

7. Replacement books

If I agree that a replacement is the appropriate solution, I will provide instructions for what to do with the original book. Depending on the country, I might send you a return label for the damaged or incorrect edition 

Because my books are individually customized, replacement copies are not always immediately available and may require me to purchase another copy of the original book and recreate the customization.

For this reason, replacement availability may depend on:

• Whether the original book is still available/ whether I can obtain another copy of the same edition

• Stated delivery time from the bookstore

If a replacement cannot reasonably be provided, I will discuss another appropriate solution with you.

Please do not alter or destroy the original book unless I specifically ask you to do so after approving the replacement.

If I do ask you to alter the damaged book, I will provide clear instructions first.

8. Damage caused after delivery

Damage that occurs after delivery and is unrelated to a production defect or shipping damage generally does not qualify for a replacement or refund.

This may include damage caused by:

• Uncareful handling during unboxing or unpacking (cutting into the book or ripping the wax seal/ cords off the books)

• Water or other liquids

• Excessive heat or humidity

• Improper storage

• Dropping or crushing the book

• Attempts to repair or modify the book

• Normal wear and tear

• Intentional damage

9. A simple guide to remedies

As a general guide:

Every situation will be considered individually based on the type, severity, and cause of the damage.

10. Returns

If a book is bought and customized specifically for you, I cannot normally accept returns simply because you have changed your mind.

I may provide a return label for you to send a damaged or incorrect edition back to me, should this be the solution to the issue we have decided on.

11. My goal

I’m a very small, independent business, and every book is customized by hand with a great deal of care. I genuinely value every order and every customer, and if something isn’t quite right, I always encourage you to get in touch with me directly.

I would much rather have the opportunity to hear about an issue and find a solution than have you be unhappy with your order. I will always do my absolute best to handle any concerns fairly, communicate clearly and find an appropriate solution.

Thank you for supporting handmade work and a small business.