Refund policy

REFUND POLICY

Last updated: 11 June 2026

This Refund Policy applies to orders placed with Morello Press, including bespoke wedding stationery, semi-custom wedding stationery, personalised stationery, sample packs, venue illustrations, printed paper goods and digital products.

Please read this policy carefully before placing an order.

Nothing in this policy affects your statutory rights.

1. PERSONALISED, BESPOKE AND MADE-TO-ORDER ITEMS

Most Morello Press orders are personalised, bespoke or made to order. This includes:

  • bespoke wedding stationery;

  • semi-custom wedding stationery with personalised details;

  • save the dates;

  • wedding invitations;

  • order of service booklets;

  • menus, place cards, table numbers and table plans;

  • personalised stationery;

  • venue illustrations and custom artwork;

  • made-to-order printed items.

Because these items are created specifically for you, we are unable to accept returns, cancellations or offer refunds once artwork has been approved and production has begun, unless the item is faulty, incorrect or not as described.

For personalised and made-to-order items, production begins after we have received the required payment, wording, details and written artwork approval.

2. PROOFS AND CUSTOMER APPROVAL

Before production begins, you will receive digital proofs for review where applicable.

It is your responsibility to carefully check all wording, spelling, dates, names, addresses, venue details, timings, quantities, colours, layout and any other order details before approving your proof.

Written approval of artwork confirms that you accept the wording, layout and details shown in the proof.

Once artwork has been approved and production has begun:

  • changes cannot usually be made;

  • cancellations are not available;

  • refunds cannot be issued unless there is a genuine production fault.

We are unable to offer refunds or replacements for errors that were present in approved artwork, including spelling mistakes, incorrect names, incorrect dates, incorrect addresses, incorrect quantities or layout choices approved by you.

If reprinting is required because of an error that was present in an approved proof, the cost of reprinting will be your responsibility.

3. DESIGN ROUNDS AND AMENDMENTS

Bespoke and personalised stationery orders include up to two rounds of design amendments, unless stated otherwise in writing.

A design amendment round means a set of requested changes provided together for us to review and apply.

Further design amendments can be completed after the two included rounds, subject to availability. Additional design time is charged at £55 per hour, billed in full-hour increments only.

If substantial changes are requested after artwork has already been approved, we may need to charge for additional design time, reproofing, materials or reprinting.

We will notify you before carrying out chargeable additional work.

4. DEPOSITS

Where a deposit has been taken for bespoke design work, this is non-refundable.

This is because the deposit secures your place in our studio schedule and covers consultation, planning, administration, design time and initial creative work.

If you choose not to proceed after design work has begun, the deposit will not be refunded.

If your project scope changes after the deposit has been paid, additional charges may apply.

5. SAMPLE PACKS

Sample packs are non-personalised physical products unless stated otherwise.

If you change your mind after receiving a sample pack, you may contact us within 14 days of receiving it to request a return.

You then have a further 14 days to return the sample pack to us.

To be eligible for a return, the sample pack must be unused, complete and in its original condition.

Return postage is your responsibility unless the sample pack is faulty, damaged, incorrect or not as described.

If a sample pack fee is described as redeemable against a future wedding stationery order, the redemption terms will be stated at the point of purchase or enquiry. Sample pack fees cannot usually be exchanged for cash.

Please note that sample packs are intended as a guide to our paper stocks, print finishes and general production quality. Paper stocks, foils and materials may vary between batches, so a sample pack does not guarantee an exact match for future orders.

6. NON-PERSONALISED PHYSICAL PRODUCTS

For non-personalised physical products, you may have the right to cancel your order within 14 days of receiving the goods.

To cancel, you must contact us within 14 days of receiving your order. You then have a further 14 days to return the goods to us.

Returned goods must be unused, complete and in their original condition.

Return postage is your responsibility unless the item is faulty, damaged, incorrect or not as described.

Once we have received the returned goods and checked their condition, we will process any refund due.

We reserve the right to reduce the refund if the goods have been handled in a way that reduces their value beyond what is necessary to inspect them.

7. DIGITAL PRODUCTS AND DIGITAL FILES

Digital files may include artwork, illustrations, printable files, design files, downloadable products, emailed files or any other digital content.

Digital products are non-refundable once they have been downloaded, emailed, supplied or otherwise made available to you, unless the file is faulty, incorrect or not as described.

By purchasing a digital file, you agree that the file may be supplied before the end of the standard 14-day cancellation period. Once the file has been supplied, downloaded, emailed or otherwise made available to you, you acknowledge that your right to cancel is lost, unless the file is faulty, incorrect or not as described.

Digital files are supplied for the agreed use only.

Unless agreed otherwise in writing, digital files must not be:

  • resold;

  • redistributed;

  • edited or altered;

  • copied;

  • used commercially;

  • uploaded to AI platforms;

  • used for AI training;

  • used for AI generation;

  • passed to any third party;

  • claimed as your own work.

If there is an issue with your digital file, please contact us at hello@morellopress.co.uk within 5 days of receipt so we can review and resolve it.

8. DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order carefully when it arrives.

If your order arrives damaged, faulty, incorrect or not as described, please contact us at hello@morellopress.co.uk within 5 days of receiving your order.

Please include:

  • your order number or invoice reference;

  • a clear description of the issue;

  • photographs of the item;

  • photographs of the packaging, where relevant.

Where a genuine production fault, damage or fulfilment error has occurred, we will arrange a suitable remedy. This may include repair, replacement or refund depending on the circumstances.

We are unable to offer refunds or replacements for errors that were present in approved artwork proofs.

9. PRINT AND MATERIAL VARIATION

Morello Press specialises in hot foil printing and paper-based stationery. Traditional print processes involve natural variation.

The following are not usually considered faults:

  • slight variation in foil colour under different lighting;

  • slight paper colour variation between batches;

  • minor alignment variation from hand-fed printing;

  • slight variation in impression depth;

  • slight foil coverage variation depending on artwork, pressure and paper stock;

  • screen colours not exactly matching printed colours;

  • reprints not being an exact match to previous print batches.

These variations are part of the nature of specialist print production and are not considered defects unless the goods are faulty, incorrect or not as described.

10. NON-RETURNABLE ITEMS

Unless faulty, incorrect or not as described, the following items cannot usually be returned:

  • bespoke wedding stationery;

  • semi-custom wedding stationery with personalised details;

  • personalised stationery;

  • on-the-day wedding stationery;

  • venue illustrations and custom artwork;

  • made-to-order printed goods;

  • digital artwork, illustrations, printable files and design files;

  • sale items.

This does not affect your statutory rights.

11. HOW TO REQUEST A RETURN OR REPORT AN ISSUE

To request a return or report an issue with your order, please contact:

Email: hello@morellopress.co.uk

Please include your order number, invoice reference or the email address used to place the order.

Items should not be returned without contacting us first.

If a return is approved, we will provide return instructions.

12. REFUNDS

Where a refund is due, it will usually be processed to the original payment method.

Refund processing times may vary depending on your bank, payment provider or card issuer.

Delivery charges are not usually refunded unless the item is faulty, incorrect, damaged or not as described.

Return postage is your responsibility unless the item is faulty, incorrect, damaged or not as described.

13. QUESTIONS

If you have any questions about this Refund Policy or your order, please contact:

Morello Press
66 Valley Road
Berkhamsted
Hertfordshire
HP4 3PZ
United Kingdom

Email: hello@morellopress.co.uk
Telephone: 07817 387914

Studio hours: Monday to Friday, 9am to 3pm