Refund policy

This Refund and Return Policy explains when and how you can get a refund or replacement for a book ordered from whenigrowup.shop. We've written it in plain language so you can quickly find the answer you're looking for. For full legal terms, please see our Terms of Service.

Effective date: 2 May 2026

Last updated: 2 May 2026

The short version

If you're not happy with your book because of something we did wrong, we'll either reprint it or refund you in full — with no time limit and no need to return the book. Just email us at info@whenigrowup.shop with a photo of the issue and we'll sort it.

Because every book is personalised to your child, we cannot accept "changed my mind" returns once production has started.

Our happiness guarantee

We stand behind every book we make. If you're unhappy with your finished book for any of the reasons below, we will either reprint your book free of charge or refund your order in full — whichever you prefer. There is no time limit on this guarantee.

The happiness guarantee covers:

  • Print quality issues, such as damage in transit, misprints, or visual defects.
  • Personalisation errors that are not attributable to information you provided — for example, a name we mistyped, or an answer printed incorrectly.
  • Illustrations that are clearly inconsistent with the photo provided in a way that does not represent your child fairly.
  • Books that did not arrive within a reasonable period after the dispatch date we communicated.

You don't need to return the book

To process a refund or reprint under our happiness guarantee, you do not need to send the physical book back to us. Photographs of the issue, sent to info@whenigrowup.shop, are enough for us to assess and resolve the problem.

This is partly because the book is personalised to your child and we cannot resell it, and partly because we'd rather you keep the book than feel pressured to ship something back to us. The book belongs to your family.

How to request a refund or reprint

To request a refund or reprint under our happiness guarantee, please email info@whenigrowup.shop with:

  • Your order number (you'll find it in your confirmation email).
  • A brief description of the issue.
  • One or more photographs showing the issue, where applicable.

We aim to respond within 2 business days. Refunds are processed back to the original payment method and typically appear in your account within 5–10 business days, depending on your bank or card provider.

Personalised goods and your right to cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, online shoppers normally have a 14-day "cooling off" right to cancel any order without giving a reason. This right does not apply to our books, because they are made specifically for your child based on the personalisation details you provide. Once production has started, the book is unique to your child and cannot be resold.

This is the standard legal position for personalised goods, but we recognise it may feel restrictive. To balance this, our happiness guarantee (above) is unusually generous — we will refund or reprint any book where we have made a genuine mistake, with no time limit.

Cancelling before production starts

You can cancel your order without charge at any point before we begin production. Production typically begins within 24 hours of you completing the post-purchase questionnaire and uploading your photo.

If you wish to cancel before production has begun, please email info@whenigrowup.shop as soon as possible. If we receive your request before production starts, we will refund your order in full.

What is not covered

Our happiness guarantee is generous but not unlimited. The following are not covered:

  • Errors in information you provided. If a name is misspelt because the spelling you provided was incorrect, or if an answer is wrong because that's what was submitted, we cannot reprint free of charge. We can, however, offer a discounted reprint — please get in touch and we'll find a solution.
  • Damage caused after delivery. Tearing, water damage, marks, or wear and tear that occurred after the book arrived in your home are not covered.
  • "Change of mind" requests after production has started. As explained above, personalised books cannot be cancelled once production has begun.
  • Repeat or abusive claims. We reserve the right to decline refund requests where there is clear evidence of bad-faith use of the guarantee, such as multiple identical claims across separate orders.

Lost or damaged in transit

If your book is lost in the post or arrives damaged, please contact us at info@whenigrowup.shop. For damaged books, please include a photograph of the damage. We will arrange a free replacement and cover all delivery costs.

International orders

This policy applies to all customers, wherever you are based. If you are a consumer based outside the United Kingdom, you may have additional rights under the consumer protection laws of your country. Where those rights are more generous than what's set out in this policy, we will honour the more generous standard. If you're unsure what applies to you, please get in touch.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal requirements. We will post the updated policy on the website and update the "Last updated" date above. The version of this policy that applied at the time you placed your order is the one that governs your purchase.

Contact

If you have any questions about this policy, your order, or a refund request, please email us at info@whenigrowup.shop. We aim to respond within 2 business days.

Chambersole Limited (trading as When I Grow Up)

United Kingdom