What should I do if my book arrives damaged or has a printing error?

Contact us (opens in a new tab) promptly if your book arrives damaged, contains a printing error, or is not the book you ordered. Include your order number and clear photos so we can review the problem and explain the next step.

For damaged or incorrect items, contact us within 7 days of delivery, as set out in our Terms of Service.

Which photos should I send?

• Damage: photograph the affected cover, binding, or pages. Include the packaging if it is damaged too.
• A printing problem: send the full affected page and a close-up of the issue.
• The wrong book or personalization: show the cover and the page where the problem appears.

Keep the book and packaging while we review your request. Please wait for our instructions before sending anything back.

What else helps us review it?

Include the email address used for the order and a short description of what is wrong. If the problem appears on several pages, tell us which ones. If it was a gift, the purchaser's order number helps us find the order.

We will review the information with you and confirm whether a replacement or another resolution is appropriate. You do not need to place another paid order to ask us to investigate.

What if the artwork does not look like my child?

Tell us which detail is wrong and whether it also appeared in the preview. If you have not ordered yet, follow these steps to improve the character before checkout.

Where can I find the return terms?

See returns and replacements for an overview and our Terms of Service for the current reporting requirements. Report a problem as soon as you notice it.