Refund policy
Returns & Refunds
Because every Snow Globe Memories creation is personalised and made specifically for you, our refund policy is a little different from that of a standard online shop.
We want you to feel confident ordering, so you'll always have the opportunity to review your personalised artwork and request changes before your final design is approved.
Personalised & Digital Products
Our digital artwork and animated keepsakes are created specifically for each customer and cannot be returned once the creative work has begun.
For this reason, we cannot normally offer refunds simply because you change your mind after work has started or after your personalised artwork has been approved.
However, we don't want you to feel stuck with something you're unhappy with. Unlimited revisions are included before your artwork is finalised, so you can request reasonable changes during the approval process.
Framed Prints
If you have chosen a framed print, the artwork is created and approved by you before it is sent for printing.
Because the print is produced specifically for your order, personalised framed prints cannot normally be cancelled or returned once production has begun.
This is why we make sure you have the opportunity to review and approve your artwork before we send it to print.
Cancelling Your Order
If you change your mind, please contact us as soon as possible at hello@snowglobememories.com.
- Before we begin work: We can normally cancel your order and issue a full refund.
- After creative work has begun: A refund will not normally be available because the order is personalised and work has already been carried out.
- For framed prints: Once your approved artwork has been sent for production, the physical print cannot normally be cancelled.
If Something Goes Wrong
If we make an error in your personalised artwork — for example, a spelling mistake in information you supplied correctly, or a technical problem with your finished file — please contact us and we'll put it right at no additional cost.
If a framed print arrives damaged or has a manufacturing defect, please contact us as soon as possible with photographs of the issue so that we can work with our print partner to resolve it.
Your Photograph
The final artwork depends partly on the photograph you provide. We can work with phone photographs, older photographs and imperfect images, but extremely low-resolution, heavily blurred or damaged photographs may limit what we can achieve.
If we're concerned that your photograph isn't suitable for the requested design, we'll contact you before proceeding and ask whether you'd like to provide another image.
Something Isn't Right?
We'd much rather hear from you than leave you disappointed. If there is a problem with your order or something isn't as expected, please contact us and we'll do our best to put things right.
Important: This policy applies to personalised products and does not affect any statutory rights you may have under UK consumer law.