Last updated: 2 October 2026
We want you to be happy with your print. This policy explains your rights and how to return something. Nothing here affects your legal rights.
Changed your mind
You can cancel your order for any reason within 14 days of receiving it. Email jamie@cuteshiba.com with your order number to let us know. You then have a further 14 days to post the goods back to us.
We will refund the price of the goods plus our standard delivery charge within 14 days of getting them back, or of you sending us proof of postage, whichever is sooner. If you paid for a faster delivery option, we refund the standard rate.
You pay the cost of returning the goods when you have simply changed your mind. Please get a proof of postage, as we cannot refund items that do not reach us.
Items should come back unused and in a resaleable condition. We may reduce your refund to reflect any loss in value caused by handling beyond what is needed to check the item.
Commissions and personalised work
The 14 day cancellation right does not apply to items made to your specification or clearly personalised, including commissioned work. You will be told this before you order. This does not affect your rights if the item arrives faulty or is not as described.
Damaged or faulty items
If your order arrives damaged, faulty or not as described, you have the right to reject it for a full refund within 30 days of delivery under the Consumer Rights Act 2015. After 30 days you can ask for a repair or replacement, and a refund if that is not possible.
We pay return postage on faulty items. Email jamie@cuteshiba.com with your order number and a photograph of the problem and we will sort it out.
Handmade variation is not a fault
Our prints are hand pulled in small batches. Slight differences in ink coverage, registration and paper texture are part of the process and make each print its own thing. These are not faults. If something looks wrong to you, send us a photo and we will tell you honestly which it is.
How to return something
- Email jamie@cuteshiba.com with your order number and what is wrong, or that you have changed your mind.
- We will reply with the return address and confirm who pays the postage.
- Pack the print flat and protected. Prints returned creased or bent may not be refundable if the damage happened on the way back.
- Send it with a tracked or proof of postage service.
Refunds
Refunds go back to the original payment method, through Stripe or PayPal. Once we process it, the money usually appears within 5 to 10 working days for card payments, and sooner for PayPal, depending on your bank.
Still not happy
Email jamie@cuteshiba.com and we will try to put it right. You always keep the right to take a claim to court, and you may be able to use an alternative dispute resolution scheme.
Contact
Email: jamie@cuteshiba.com
Address: 72 Oxford Road, Swindon, SN3 4HD