Returns
The short version: we cannot take back a book with someone’s name printed in it, but anything that is our fault we fix, always.
Changing your mind
For most things bought online you get 14 days to change your mind. That right does not apply to our books, because they are personalised and made to order.
This is set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes “goods that are made to the consumer’s specifications or are clearly personalised” from the cancellation right. A book with a particular child’s name on the cover cannot be returned to stock or sold to anyone else — once it is printed, it exists only for that one person.
We are telling you this before you buy, which is the point of this page. It is also in our terms, at the foot of every page, and in the FAQ.
Before it goes to print
If you have made a mistake, email us immediately at hello@bensbookboutique.com. Orders wait a short while before printing. If yours has not gone yet we will change it, or cancel and refund you in full, at no charge. We would much rather do that than print something you did not want.
What we always put right
None of the above affects your legal rights when something is actually wrong with the book. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Personalisation does not change that, and we do not want it to.
Email us within 14 days, with a photograph if you can, if your book:
- arrives damaged, or is damaged in the post
- is misprinted, badly bound, or has pages missing or out of order
- has the wrong name in it because we made the error — not because it was typed that way
- is not the book you ordered
- is materially different from how it was described on the site
We will reprint and resend it, or refund you in full — your choice. You will not pay postage either way, and in most cases we will not ask you to send the original back, because posting a damaged personalised book back to us helps nobody.
Orders that never arrive
If tracking shows your parcel as delivered but you do not have it, or it has clearly gone missing in the post, tell us and we will chase the courier and reprint. That is our problem, not yours.
If you bought through Etsy
Etsy runs its own cancellation and case system, and its policies do not carve out personalised goods in the same way. If you bought through our Etsy shop, Etsy’s terms apply to your order and may give you more than this page does. We would rather say that openly than have you find two different answers.
How to reach us
Email hello@bensbookboutique.com with your order reference and what has gone wrong. A photograph helps for anything physical. We answer everything.
This page does not affect your statutory rights. If you want to check them independently, Citizens Advice publishes plain-English guidance on consumer rights.