Returns And Cancellations

• Updated

30 Day “Make it Right” Policy

We want to make sure you love your order. If you’re not in love with your purchase, contact us within 30 days of receiving your order and we’ll do our best to work with you to find a solution. For quality issues, please provide clear photos of the products on a flat, well-lit surface. This quick and simple step will help us to provide a speedy resolution.

Cancellations and Amendments

All of our products are made to order especially for you. You can cancel or amend your order at any time before it is sent to production. In some cases, this could be as soon as two hours for Rush shipping, just 12 hours for standard shipping, or once the listing ends (whichever comes first). If the order has been sent to production, it means that our print partner is already working to produce it. Due to that, it may not be possible to cancel the order free of charge at this point. To check your order status, edit the shipping address or cancel go to https://debook.org/track and enter your order confirmation number.

• Afterpay Orders: If you’d like to cancel your Afterpay order, please reach out to us at Fanhelp. Until your order has been sent to production you can make changes to your order/shipping address from the links in your confirmation email.
• Digital products: Digital product orders cannot be canceled or refunded once payment has been processed. For customers located in the UK/EU, digital product orders cannot be canceled or refunded once the download has begun. Please see our Terms of Service for more information. If you have additional questions please see our digital product FAQs here.   If the Digital product you download does not match what was advertised, reach out to us at Fanhelp to let us know.

Additional non-returnable items:

• Gift cards
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery
• Pre-sale orders: Pre-sale product orders cannot be canceled after the pre-sale period has ended and production has begun.
• Face mask / Neck Gaiter orders:  These items are final sale items and cannot be returned for safety reasons. If your face mask or gaiter is defective in any way,  please reach out and we’ll be happy to help.

Fulfillment Guarantee

Fulfillment time is the time it takes to produce an order and prepare it for shipment. We guarantee to produce all orders and provide a shipping tracking number within 10 business days of the order date. Please note that fulfillment time doesn’t include the time it takes for an order to be delivered. To check your order status, view tracking information, or make changes to your order, visit https://debook/track and enter the order number provided in the order confirmation email.

If a shipping tracking number is not assigned to your order within 10 business days of the order date, we will refund the shipping fees associated with the order. To request a refund, please contact Support here. To ensure you receive the quickest support possible, please enter your contact information, order number and select “I have a question about my order” as the contact reason.

Please note that the 10-day fulfillment guarantee does not apply to pre-order products.

Damaged/Quality Issues

For the fastest resolution, please include a photograph demonstrating the poor quality of the print or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, as well as eliminate errors in future printing.

Gift Returns/Exchanges

At Debook, we understand that gift-giving can be a complex art. If you’ve ordered or received a Spring product as a gift and it needs to be returned, our standard policies will apply.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

• • PayPal: Any refunds processed will show back up in your Paypal account within 24 business hours. Please note, the refunded amount must be transferred back to your banking institution from your Paypal account.
  • Credit Card: Any refunds processed via your credit/debit card will show back up in your bank account within three to five business days.
  • Prepaid Card: Refunds cannot be processed to prepaid cards.
  • Afterpay Orders: Any refunds processed for Afterpay orders will show in your account as from “Afterpay”. Refunds are processed differently based on how many payments you’ve made.

Need help?   Contact us  for questions related to refunds and returns.