Short version: faulty, damaged, misprinted or wrong items are reprinted or refunded for free if you tell us within 30 days of delivery. Personalized items can’t be returned for a change of mind. Items with no personalization can be returned within 14 days.
Faulty, damaged or wrong items
If your item arrives faulty, damaged, misprinted, or different from what you ordered (wrong design, text, color or size compared with your order), we’ll reprint it or give you a full refund, whichever you prefer.
- Email hello@pinkbluemoms.com or use our contact form within 30 days of delivery.
- Include your order number and a clear photo showing the problem and the print.
- We’ll reply within 1–2 business days. You usually don’t need to send the item back.
This promise is in addition to your legal rights. See “Your legal rights” below.
What isn’t a fault
- Spelling, dates or text printed exactly as you entered them.
- The size you chose not fitting. Please check our size guide.
- Small differences in color between your screen and the printed item, or slight variations in print position and size.
- Wear and tear, or damage caused by not following the care instructions.
Personalized items and change of mind
Items made to your specifications, such as with your names, text, dates or photo, are produced just for you. Under EU and UK consumer law, the 14-day right to cancel does not apply to goods made to the consumer’s specifications or clearly personalized. This means we can’t accept returns or exchanges of personalized items for a change of mind or the wrong size.
Items without personalization
If you buy an item with no personalization, you can cancel and return it within 14 days of delivery, without giving a reason.
- Tell us using our withdraw from contract form, by email to hello@pinkbluemoms.com, or with the model form in our terms of service.
- We’ll send you the return address. Send the item back within 14 days of telling us, unworn and unwashed.
- You pay the cost of sending it back, unless the item is faulty or wrong.
We refund the item and the standard delivery cost within 14 days of receiving the item back, or proof that you sent it, whichever is earlier. If you chose a more expensive delivery option, we refund only the cost of standard delivery. We may reduce the refund if the item has been worn or handled more than needed to check it.
Changing or cancelling an order
You can change or cancel an order within 6 hours of placing it, as long as production hasn’t started. Email us with your order number. Once production has started, personalized orders can’t be cancelled.
Lost parcels
If your order hasn’t arrived 10 business days after the latest estimated delivery date, contact us and we’ll reprint and reship it or refund you once the carrier confirms it’s lost. See our shipping policy.
How refunds are paid
Refunds go back to your original payment method, in the same currency you paid. Once we’ve issued a refund, your bank or card provider usually takes 5–10 business days to show it. We don’t charge any fee for refunds.
Your legal rights
Nothing in this policy affects your legal rights. In the UK, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. In the EU, you have a legal guarantee of conformity of at least two years from delivery. If an item is faulty, you’re entitled to a repair or replacement, or in some cases a price reduction or refund.
Payment disputes
If something has gone wrong, please contact us before opening a dispute or chargeback with your bank or PayPal. We can usually fix it faster, and it keeps your refund simple.