Refunds and Reprints

30-day money back on the digital card. Free reprint if your printed card arrives wrong.

That is the whole promise, and it is the same sentence on the checkout button, in the delivery email and here. Below is what it means in practice.

The digital card

Refundable for 30 days from the day you order. Email hello@officialrookie.com and say you would like it refunded. There is no form, no restocking fee, and we do not ask you to justify it. The money goes back to the card you paid with, usually within a few working days once we have issued it.

The printed card

Printing starts the moment you pay, so there is no window to cancel it. It is made to order with your child's photograph and their name on it, which means it cannot be sold to anybody else, and we do not take it back.

What we do instead: if it arrives damaged, or with a mistake that was ours, send us a photograph and we print it again and post it at no charge. You do not need to send the first one back. Extra copies follow the same rule as the card.

If we refuse to print an order (see the terms), we refund it in full, printed card included.

Mistakes in what is printed

The preview screen is the card that prints, spelling included, and we show it before the money for exactly this reason. If we printed something different from what the preview showed, that is our mistake and the reprint is free. If the preview showed the mistake and it was approved, tell us anyway: we would rather sort it out than have a card nobody wants.

How long it takes

We answer email the same working day in almost every case. Refunds are issued as soon as we have answered; how long your bank then takes is theirs, not ours.

Contact

Email hello@officialrookie.com with your card number if you have it. It is on the back of the card and in the delivery email.