Refund policy

Last Updated: June 20, 2026

At DreamPop Tales, every book is individually created especially for you. Because each book is personalised using the information you provide, our returns policy differs from that of standard retail products.

We always want you to love your order, and if something isn't right, we'll do everything we reasonably can to make it right.

1. Personalised Products

Important: Under Article 16(c) of the EU Consumer Rights Directive and the equivalent UK Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day right of withdrawal. Because every DreamPop Tales book is made specifically to your individual specifications, you do not have the right to cancel or return your order simply because you change your mind, once production has begun. You are asked to confirm this at checkout before completing your purchase.

All DreamPop Tales books are made to order using your personalised details, such as:

Child's name(s)
Character selections
Uploaded photograph (if applicable)
Personal dedication
Book language

2. Non-Personalised Products

If you purchase any non-personalised product from DreamPop Tales, such as a gift card or non-customised item, you have the right to cancel your order within 14 days of receiving it without giving any reason, in accordance with applicable consumer protection laws.

To exercise this right, please contact us at hello@dreampoptales.com within 14 days of delivery. The product must be returned in its original, unused condition. Return shipping costs are your responsibility unless the product is faulty or incorrect. We will issue a full refund within 14 days of receiving the returned item.

3. Order Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible at hello@dreampoptales.com.

If production has not yet begun, we will do our best to amend or cancel your order and issue a full refund where applicable. Once production has started, we may no longer be able to make changes or process a cancellation.

4. Digital Previews

Where a digital preview of your personalised book is made available before printing, please review it carefully. Approving a digital preview confirms that you have checked and accepted all personalisation details, including names, dedication, character selections and layout.

Once a digital preview has been approved and production has commenced, DreamPop Tales cannot be held responsible for errors that were visible in the approved preview. If you notice an error in your preview, please contact us before approving it, and we will do our best to assist.

5. Damaged, Faulty or Incorrect Orders

If your order arrives:

damaged during delivery;
with a manufacturing defect;
with an error made by DreamPop Tales; or
materially different from the product you ordered,

please contact us within 14 days of receiving your order at hello@dreampoptales.com. To help us investigate, please include:

your order number;
a brief description of the issue; and
clear photographs showing the problem.

Once reviewed, we will provide an appropriate remedy for the affected item(s), which may include:

a free replacement, produced and delivered within our standard production and delivery timeframe;
a full or partial refund, depending on the nature and extent of the issue; or
another suitable resolution depending on the circumstances.

Remedies apply to the affected item only. Where an order contains multiple items and only one is affected, we will provide a remedy for that item rather than the entire order.

Return shipping costs for faulty, damaged or incorrect products are covered by DreamPop Tales. We will provide a prepaid return label or reimburse reasonable return postage costs where a return is required.

6. Customer Personalisation Errors

Please carefully review all personalisation details before completing your purchase.

Unfortunately, we cannot offer refunds or free replacements where errors result from information provided by you, including:

incorrect spelling of names or dedication messages;
incorrect character selections;
incorrect or unsuitable uploaded photographs;
incorrect language selection; or
incorrect delivery details.

If you notice a mistake immediately after placing your order, please contact us at hello@dreampoptales.com as quickly as possible. If production has not yet started, we will do our best to help. Once production has commenced, we are unable to make changes.

7. Lost or Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please contact us, and we will investigate with the delivery carrier.

If an order is confirmed as lost in transit, we will arrange a replacement within our standard production and delivery timeframe, or provide a full refund if you prefer.

We cannot be responsible for delays caused by customs processing, severe weather, courier disruptions or other circumstances beyond our reasonable control.

8. Colour & Print Variations

Every DreamPop Tales book is professionally printed using high-quality printing processes. Minor variations in colour, brightness, trimming or print positioning may occur and are a normal part of commercial printing. These do not constitute manufacturing defects.

Colours may also appear differently across screens and devices. We recommend not relying solely on your screen colour settings when selecting character options.

9. Refund Processing

Where a refund is approved, it will be issued using the original payment method used for the purchase. Refunds are typically processed within 5–10 business days, although the time taken for the funds to appear in your account may vary depending on your payment provider.

10. Your Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws, including your rights in relation to faulty or misdescribed goods. If you are entitled to a statutory remedy, those rights take precedence over this policy.