Delivery and returns

Delivery

What it costs. £2.75 for a notebook, £3.49 for a gift set. Postage is shown separately at checkout, never folded into the price.

When it goes. Your order is posted within one working day. We engrave to order, so nothing ships from a shelf - the day is spent making the thing, and then it goes out.

When it arrives. We will not promise you a date, because the journey after we hand a parcel over is not ours to promise, and a shop that invents a delivery date is a shop that breaks it. What we will commit to is the legal position: unless we have agreed something different with you, your order will be delivered within 30 days of your contract with us being made. If we miss that, you can end the contract and get your money back.

If you need a notebook for a particular date, tell us before you order and we will tell you honestly whether it is realistic.

Where it goes. The United Kingdom only, at present.

Until it arrives, it is ours. Risk passes to you on delivery — if a parcel is lost or damaged on the way, that is our problem to fix, not yours to absorb.

Changing your mind

Personalised: no 14-day change-of-mind return

Your notebook is engraved with your own words after you order, so it cannot be offered to anyone else. Personalised goods are exempt from the 14-day right to cancel (Consumer Contracts Regulations 2013, reg 28), and we are telling you before you buy rather than afterwards. Check your spelling on the preview - the engraving is permanent.

Two things soften that, and both are real:

• Before we engrave, you can still cancel. Email us as soon as you can. If the laser has not run, we cancel and refund in full, no reason needed.
• The preview is not a formality. What you approve on screen is generated from the same artwork the laser cuts, at the same size. Read your words twice.

If something is wrong

This does not affect your legal rights. If your order arrives faulty, damaged, or not what was described, you are entitled to a repair, a replacement or your money back under the Consumer Rights Act 2015, and we will put it right - personalised or not.

In practice:

• Damaged in transit, or it never arrived. Tell us. We remake and resend at our cost, or refund you - your choice.
• Faulty, or not what we described. Within 30 days of delivery you have the short-term right to reject: tell us and you get your money back. After 30 days, and within six months, we will repair or replace it; if that does not work, you can still get a refund. These are your rights under the Consumer Rights Act 2015, and being personalised takes none of them away.
• We engraved it wrong. If the cover does not match the wording you approved, that is our mistake and we will remake it. If it matches what you approved and the wording itself was wrong, we cannot undo the engraving - but tell us anyway, because we would rather offer you something than lose you.

How to tell us. Email hello@thecardgenie.com with your order number, what is wrong, and a photograph if it is something we can see. You do not need to send the notebook back before we start putting it right, and if we do need it returned we will cover the postage.

Refunds

Refunds go back to the card you paid with, within 14 days of us agreeing the refund or receiving the item back, whichever is later. We refund the original postage too when the fault is ours.

If we cannot agree

Email us first - most things end there. If they do not, section 13 of the Terms of sale says what happens next.