Returns & Refunds

Your book is made for one child and carries their name, age, and face. It cannot be resold to anyone else, so we cannot accept a change-of-mind return the way a bookshop can. What we can do is make sure you never pay for our mistake — and the preview step exists so you catch yours before it is printed.

Cancelling an order

• Before production starts (before the story and illustrations are generated), you can cancel for a full refund. Contact us as soon as possible — production usually begins within hours.
• After production has started but before printing, we refund the value of the printed edition; the work already done on the digital edition is not refundable.
• After you approve the preview, the book goes to the printer and the order can no longer be cancelled.

Printing defects or damage in transit

If the book arrives damaged, misbound, badly printed, with missing or duplicated pages, or with the wrong cover:

1. Email [email protected] within 7 days of delivery.
2. Attach your order number and clear photos of the defect and the packaging.
3. We reprint and ship a replacement free of charge, including shipping. You do not need to send the damaged copy back; if we do need it, we arrange and pay for the pickup ourselves.

If you would rather not have a replacement, we refund the full amount you paid instead.

If the mistake is ours

A name we spelled wrong, a wrong story, a book that does not match the preview you approved — that is on us, and it is fixed at our cost with a reprint or a full refund, whichever you prefer.

If the mistake is in what was submitted

If a name was typed incorrectly, a wrong age or gender was chosen, or an unsuitable photo was uploaded, and this was approved by you in the preview, we are not able to reprint for free — the book was printed exactly as approved. Tell us anyway: we will offer you a discounted reprint. This is precisely why we never print before your approval.

The digital edition (PDF)

Because a digital file cannot be returned, the PDF is non-refundable once it has been downloaded. If the file is corrupted, will not open, or does not match your approved preview, we fix or replace it at no cost.

Lost or undelivered parcels

If a parcel is lost in transit, we reprint and resend at no extra cost. If repeated delivery attempts fail because the address or phone number was wrong, we contact you to arrange redelivery; an additional shipping charge may apply for the second attempt, and it will be told to you before anything is shipped.

How refunds are paid

• Refunds are issued to the same card or wallet used for payment — we cannot refund to a different account.
• Refunds are made in Egyptian Pounds for the amount you actually paid.
• We start the refund within 2 business days of approving your request. It usually appears in your account within 7–14 business days, depending on your bank or wallet provider.
• Where the order is refunded in full because of our error, the shipping you paid is refunded too.

How to make a request

Email [email protected] or message WhatsApp 01035714434 (every day, 10:00 AM – 10:00 PM) with your order number, what went wrong, and photos if it is a physical problem. We reply within 24 hours and tell you exactly what happens next.