If you have ordered a Personalised Video Message from Kim these are non refundable as these are digital downloads. Your statutory rights are not affected. We also don't offer refunds on any other personalised items, including cards.
If you want to return an order with a physical item to us, of course you can do so. You must do this within 28 days of receiving your order. Anything you return to us must be unused, in as-new condition and in it's original packaging i.e greeting cards must be returned with their envelopes and mugs must be returned in their boxes.
Please use the returns sticker on the invoice on your parcel as this contains your order number. If you don't have the returns label anymore then please return to the address below and pop a note inside with your order number on:
The Library, Park Farm
Bradbourne Lane, Ditton
Kent, ME20 6PE
Return postage is at your own cost, unless an item is damaged. We advise using a tracked service.
If any item in your order is damaged please email us first, sending us a picture of the damaged item. There may be no need to return this to us all if you send us a picture.
Once we have received your items you will be refunded within 5 working days and you will be notified on email the status of your refund. Money is usually back in your account straight away but can take up to 5 working days to be refunded from the system.
Not picked your order up from your mail carrier and it's been returned to us? Or entered your address incorrectly and your parcel has been returned to us?
Please ensure you enter your delivery address carefully. Inaccurate or incomplete addresses which mean your parcel is returned to us and can't be delivered will result in an automatic refund of your order, minus your postage costs. We do not resend orders out twice. It is your responsibility to ensure you enter it correctly.
If you're not home for your delivery and it is sent to a local sorting/post office it is your responsibility to pick this up or rearrange delivery before it is returned to us. Each country's mail service will have different terms on how long they keep mail for. You may not always be left a card in your letterbox, this is why you are sent a tracking number (where applicable) to check on your parcel's whereabouts. If items are not collected and are sent back an automatic refund is processed (minus your postage costs). We do not send out orders twice.