If it isn’t right, we’ll fix it

Free remakes

If Santa says the name wrong, gets a detail you entered correctly wrong, or the film has an obvious sound or picture problem, tell us within 14 days of delivery and we’ll remake it free. This doesn’t limit any longer period or other remedy you have under consumer law.

Full refunds

• If we can’t make your film, we refund in full.
• If we decline your details in our safety check, we refund in full.
• If a remake still doesn’t put things right, we refund.

Cancelling or changing an order

If you spot a mistake in the details you gave, or need to cancel, email us as soon as you can. Films are usually made in about 15 minutes, so it may already be finished; a change then means a remake.

Your statutory cancellation and refund rights stay in place. A film being personalised doesn’t, on its own, mean you’ve given those rights up.

Finding your film

Check the inbox and spam folder of the email address you used. Your confirmation email has a private link to follow your order. If the link is missing, the film is late or it won’t play, email us with your order reference or the email you ordered with. Please don’t pay for a second order to fix a delivery problem.

How refunds reach you

Refunds go back to the card or account you paid with. They usually show within 5 to 10 working days, depending on your bank. Tell us if one hasn’t arrived.