Refund Policy

Your squares are printed and framed once you order, from the photo and the layout you chose. Nothing sits on a shelf waiting to be picked, which is why the rules below are about the point an order enters production rather than a fixed number of days.

An order can be changed or cancelled before it goes into production. Email us with your order number as soon as possible and we will tell you whether it can still be stopped. If a refund is due it goes back to the payment method you used.

If your order arrives damaged, faulty, or not what you ordered, we will replace it. Email us a photo of the item and the packaging along with your order number, and do this as soon as you can after delivery so we can raise a claim with the carrier if the damage happened in transit.

Where a replacement is not possible we will refund the affected items in full, including any shipping you paid on them.

Because each square is printed from your own photo and cannot be resold, personalised items are not returnable for a change of mind. This does not affect your rights where an item is faulty, damaged, or not as described.

Refunds are issued to the original payment method through the payment provider used for your order. How long the money takes to appear is set by your bank or card issuer, not by us.

Where an order was paid partly with a discount or coupon, the refund covers what you actually paid.

Shipping paid at checkout is refunded when the whole order is cancelled before production, or when the order was faulty, damaged, or incorrect. Customs duty, import tax, and carrier handling fees are charged by the destination country and are not something we can refund.

If tracking shows a parcel as lost or it has clearly stopped moving, email us your order number. We will chase the carrier and, once the parcel is confirmed lost, either remake the order or refund it — whichever you prefer.

Email contactus@twentysquare.com with your order number and, where it applies, a photo of the item and the packaging. Including the order number is what lets us answer the first time rather than asking you for it.