Keeping the magic fair.

Requesting cancellation

Contact support as soon as possible with your order reference. We can cancel and refund an order that has not started preparation. Preparation may begin shortly after payment, so a cancellation request is not confirmed until we have checked the order.

After preparation starts

Each message is personalized. Requests to cancel after preparation begins are reviewed individually. This does not limit any cancellation or other rights that apply by law.

If we cannot deliver

If we cannot provide your video, we will offer a refund. A failed or delayed order is reviewed by the workshop; a failure notice is not itself confirmation that a refund has been processed. Contact support if you have not received your delivery email or your order needs attention.

If something is wrong

Tell support about an incorrect personalization, a pronunciation problem, or a video that will not open. Include your order reference and a brief description without extra child details or private video links. We will review an appropriate correction, replacement, or refund.

How refunds arrive

Approved refunds are returned through the original payment method. Your payment provider and bank determine when the credit appears. We will confirm when a refund has been processed; do not treat a pending request as a completed refund.

Questions? Visit our contact page.