Delivery & Returns

Work backwards from the date of the party. Your topper is delivered within 5 to 10 days of your order — to Spain and the rest of the EU alike — and that estimate already includes the making time.

Our honest recommendation: order at least two weeks before the party, and three weeks in December or around Easter, when every carrier in Europe is at full stretch.

If your date is tighter than that, email [email protected] before you order, with the date and your country. We will tell you plainly whether it is realistic. We would much rather turn an order away than have a topper arrive the day after the candles were blown out.

There is no express option — every topper has to be printed before it can travel. If you are in a hurry, the answer is simply to order a little earlier.

We hold no stock. When your order comes in, we open the design file, type in your name or age, print it, take it off the plate, clean it up, sand where it needs sanding, check the spelling against your order, wrap it and label it.

All of that happens inside the same 5 to 10 days as the delivery itself — the estimate we give is order to doorstep, not order to dispatch.

Orders placed at the weekend start on Monday morning. An order placed on Friday evening usually goes out the following Tuesday or Wednesday.

You get an email when the parcel is dispatched, with a tracking link, so you can follow the rest of the journey yourself.

Everything is sent tracked, from Spain. We deliver to Spain and the rest of the European Union. Prices are in euros, and there is exactly one delivery service:

• €15 per order, flat, to every destination — tracked the whole way
• Delivered within 5 to 10 days of your order, with the making time already included

There is no free-delivery threshold and no faster paid tier: one topper or five, Madrid or Munich, delivery is €15 and the parcel is tracked.

The exact delivery charge for your address is shown at checkout before you pay, and the price, tax and delivery charge shown there are what we charge you.

Delivery times are estimates given in good faith, based on what carriers actually achieve, rather than guarantees of a specific day. Islands, remote postcodes and rural addresses can take a little longer.

When the parcel leaves us we email a tracking number and a link. Check your spam folder if it has not appeared a few days after ordering.

Tracking often takes a day to start moving after dispatch, and it can go quiet for two or three days while a parcel crosses a border. That is normal and it does not mean the parcel is lost.

Parcels typically show a scan on leaving Spain, then nothing until they are handed to the delivery carrier in your own country. Do not panic at the silence in the middle.

If tracking has not updated for five working days, email [email protected] with your order number and we will open a case with the carrier.

Late: give it two extra working days beyond the top of the estimate, then email us. We chase the carrier ourselves — you do not have to. A parcel that looks lost has often simply been left at a depot or with a neighbour.

Lost: if the carrier's investigation confirms that a parcel is lost, we remake and resend it at our cost, or refund you in full if you would rather. This applies to personalised toppers too. Until a parcel is delivered to you it is our risk, and there is no deadline by which you have to have told us — although the sooner we know, the sooner we can start the investigation.

Damaged in transit: email [email protected] with your order number and photographs of the item and the packaging. Please write as soon as you reasonably can, while the packaging is still to hand, but there is no cut-off and nothing you can lose by taking a while. We will replace or refund. We do not ask you to post a broken topper back at your own expense.

Wrong address: if a parcel comes back to us because the address was incomplete or nobody collected it, we will happily send it out again once the delivery charge has been paid a second time. Please check your address carefully at checkout.

Whatever the problem, one email with your order number gets it moving. We reply within 24 hours, Monday to Friday.

We do not currently ship to the United Kingdom. UK addresses cannot be selected at checkout, so a UK order cannot be placed.

We hope to be able to deliver to the UK again in future. If you are in the United Kingdom and would like to hear when that happens, email [email protected] and we will let you know.

Because nothing is pre-made, there is usually a window in which we can still change things — the wording, the colour, the delivery address.

Email [email protected] with your order number and the exact change as soon as you can. Put "Change to order" in the subject so that it jumps the queue.

If the topper has not gone into production, we will make the change and confirm it back to you in writing. Once printing has started we cannot change it, and once the parcel has gone we cannot recall it.

This is goodwill, not a legal right. Personalised items are exempt from the right of withdrawal from the moment the order is placed, so there is no cancellation window we are obliged to give you here. We offer it anyway, and we have never enjoyed saying no to it — but please do not order on the assumption that it will be available.

If you are a consumer in the EU, you have 14 days from receiving a non-personalised item to change your mind, for any reason. That is the right of withdrawal under Directive 2011/83/EU, as implemented by the law of the country you live in.

Step by step:

• 1. Within 14 days of delivery, email [email protected] saying that you are cancelling. Include your order number. A plain email is enough — you do not have to explain why. If you would rather use the model withdrawal form, it is printed in full in our Terms & Conditions, ready to copy into an email.
• 2. We reply and confirm the return address in writing.
• 3. Post the item back within 14 days of telling us, unused. If you still have the original packaging, please use it — but packaging is not a condition of your refund, and we will never refuse a refund because it is missing or damaged. Return postage is yours to pay, which we are telling you in advance as the law requires, and we recommend a tracked service, because until it reaches us the parcel is your risk.
• 4. We refund within 14 days of the item arriving back, to the payment method you used.

We refund everything you paid us for the goods and, if you cancel the whole order, the €15 delivery charge as well, as EU rules require. If you return only part of an order, the delivery charge is not refunded, because the same €15 would have been charged to deliver what you kept. The only cost that stays yours is the return postage.

If an item comes back showing more handling than was needed to check it — used on a cake, with icing on it, or missing its packaging — we may make a proportionate deduction from the refund to reflect the loss in value. A deduction is the most that can happen; it is never a reason for us to refuse the refund.

We would love to say everything can come back. It cannot, and here is why.

If a topper is printed with a name, an age, a date or any other text you gave us, it is made to your specification and exists only for you. EU law (Article 16(c) of Directive 2011/83/EU) exempts personalised goods from the 14-day right to change your mind. Nobody else is ever going to want a topper that says "Marcus is 7".

The exception applies from the moment you place the order, not from the moment we switch a printer on. There is no cancellation window before printing starts, and we would be misleading you if we suggested there was.

So a personalised topper cannot be returned simply because you have changed your mind, or because the name was typed wrongly. We print exactly what you type — please read the personalisation box twice before you pay, and read it again on the checkout review screen, where we show it back to you.

What this exception never covers: an item that arrives faulty, damaged or different from what you ordered, including anything we have misspelled ourselves. Those are always put right, no argument and no exceptions. See the next section.

And as a goodwill gesture rather than a right: if we have not started making it and you email quickly, we will nearly always change the wording or cancel it for you. Just email fast, with "Change to order" in the subject.

Everything we sell has to match its description, be of satisfactory quality and be fit for purpose. Personalisation does not weaken that in the slightest.

Email [email protected] with your order number and photographs of the item. Please tell us as soon as you reasonably can, because it is easier to sort out while the parcel is still to hand — but there is no deadline for reporting a fault, and nothing you can forfeit by noticing late.

We will remake it, or refund you in full including the delivery you paid, whichever you prefer. We will not ask you to post a broken topper back at your own expense.

Your statutory guarantee stands behind this and runs far longer than anything we say on this page: three years from delivery in Spain, with no notification deadline at all, and the equivalent guarantee under EU law wherever else in the Union you live. Nothing here affects those rights.

One fair caveat: faint layer lines and small colour variation between batches are characteristics of hand-finished 3D printing, not defects. Damage from dropping a topper, washing it in a dishwasher, or putting it near heat is not a manufacturing fault either. If you are unsure, send a photograph — we will tell you honestly.

Refunds always go back to the original payment method — the same card, Apple Pay or Google Pay account. We cannot refund to a different card, and we do not offer credit notes instead of refunds.

For a change of mind, we refund within 14 days of the returned item reaching us, or of you proving that you sent it, whichever is sooner. For a faulty, damaged or wrong item, we refund as soon as we have seen the photographs and agreed what happened — usually the same or the next working day.

Once we issue a refund, it takes your bank a further 3 to 10 working days to show it on your statement. That part is out of our hands.

Refunds are made in euros, the currency you were charged in. If your bank converted to another currency, the exchange rate on the refund may differ slightly from the rate on the original payment, so the amount that lands may not match to the penny.

If a refund has not appeared 10 working days after we confirmed it, email us and we will send you the payment reference to give to your bank.

Everything above starts with one email to [email protected], with your order number in it. We will always try to sort a problem out by email first, and almost everything is settled that way within a day or two.

If we genuinely cannot agree, you can take it to the Spanish consumer arbitration system, the Sistema Arbitral de Consumo, through the Junta Arbitral de Consumo of your region or through your local consumer office. It is free for consumers.

If you are outside Spain, the European Consumer Centre network (ECC-Net) has a centre in your own country that helps with cross-border purchases inside Europe, free of charge. None of these routes costs you your right to go to court.

Our full complaints and dispute wording is in section 22 of the Terms & Conditions.