Refunds and corrections

At a glance

• A typo in a name, year or caption: we redraw your plate once, for free, within 14 days.
• If we cannot deliver your plate: you are refunded in full, automatically.
• If you have not downloaded the print files: you can ask for a full refund within 14 days, and it is paid automatically.
• If you have downloaded them: we look at your request.

One free correction

You can change the text on your plate once, for free, within 14 days after delivery. You can change names, years, captions, memories, the title, the subtitle, the names of landmarks and the dedication.

The places stay as they are, because the places are what the whole drawing is built on. If an address itself is wrong, write to us and we will see what we can do.

How it works: open your download page, find the part called “Spot a typo?”, change the text and press “Redraw my plate”. The drawing takes a few minutes. The page shows you the progress and then your new files. After that, the correction is used up. We checked every text with you before you paid, so please read your plate carefully.

If we cannot deliver

Sometimes a drawing fails. If it does, we try again, twice. If it still fails, we refund the full amount automatically. You do not have to ask.

The 14-day refund

Within 14 days after delivery you can ask for your money back. What happens next depends on one thing: whether you have downloaded the print files.

• You have not downloaded the print files. You get a full refund, automatically, straight from your download page. The print files are the PNG and the PDF. Looking at your plate or watching the film on the page does not count as a download.
• You have downloaded them. A person reads your request and decides. If the plate has a mistake that is ours, we fix it or refund you. If it is exactly as you chose it and you simply changed your mind, we may say no. We always tell you why.

Your right of withdrawal in the EU

If you are a consumer in the EU and you buy online, you normally have 14 days to withdraw from the purchase. For digital content that is not delivered on a disc or another physical medium, there is an exception (article 16(m) of EU Directive 2011/83): you lose the right to withdraw once the delivery has begun, if you first agreed that it begins right away and you acknowledged that you lose the right in this way.

That is why, when you pay in euros, we ask you to tick two boxes at checkout: one to say that we may start right away, and one to say that you understand that you then lose the right of withdrawal. We confirm both in your order email. We start when we begin to draw your plate after your payment.

This does not take away our own promises on this page. The free correction, the refund if we cannot deliver and the 14-day refund are ours, and they apply on top of the law, in the US and the EU alike.

Printed posters

A poster is made to order for you, so the right of withdrawal does not apply once it goes to the printer, 24 hours after payment. Before that moment you can cancel it. If a poster arrives damaged or misprinted, send us a photo within 14 days and we replace it free of charge.

How to ask

• The quickest way: open your download page and use the refund part. Choose a reason and confirm. You see straight away whether the refund is paid or sent to us for review.
• No access to your download page? Use the contact page, choose “A refund” and give your order number. You find it on your download page and in your order email.
• Gift codes: write to us with your order number and we will look at it.

How long a refund takes

We pay the refund back to the card you paid with, through Stripe. It usually arrives within 5 to 10 business days. Your bank or card company decides the exact time, and it may show on your statement as a credit from us.