Ottermagic cards are made to order from your photo, so the returns policy is the same at Christmas as the rest of the year. If a printed A5 arrives damaged, wrong, or not at all, you can ask for a reprint or a refund. If you simply change your mind after paying, the site does not take that return. In December the extra practical point is time: a reprint still needs print and post, so the e-card is the usual rescue if Christmas is close. The full rules are on the delivery page, terms, and FAQ. Email support@ottermagic.com (reply within one working day) or read the live copy on Ottermagic.com.
The product stays the usual one. Upload a photo, run Style Swap, Face Swap, or Pet Swap, preview, then order a printed A5 (148×210mm folded, 330gsm gloss, envelope included, printed to order in the UK; Royal Mail around 3–5 working days to UK addresses, airmail around 2–3 weeks to US addresses) or the e-card, a hi-res watermark-free download. You see the design before you pay, which is the main way to avoid a reprint in a busy month.
Related FAQs, without reprint policy: is it safe to upload photos and can you preview before you pay. Last-minute sending: last-minute digital Christmas cards.
Short answers from the live policy
| Question | What Ottermagic currently says |
|---|---|
| Change-of-mind return on a printed card? | No. Cards are personalised and made to order. The 14-day cancellation right does not apply. |
| Damaged, wrong, or missing print? | Tell them within 14 days of the estimated delivery date. They reprint or refund, your choice. Nothing to post back. |
| Change or cancel after paying? | Email straight away. If it has not gone to print, they will change or cancel it. |
| E-card / download refund? | Cannot be refunded once downloaded. If the file will not open, they will fix it. Terms also say you agree to immediate delivery on a download and lose the right to cancel once that delivery starts. |
| Card not arrived? | Standard post is not tracked. If it has not arrived within 7 working days (4 weeks for a US airmail order), email support with your order number. They will reprint it or refund you. |
| Statutory rights? | Not affected. |
Dispatch is within one working day, Monday to Friday excluding bank holidays. From the UK shop, delivery is usually 3–5 working days by Royal Mail, to UK addresses. From the US shop, it is around 2–3 weeks by airmail, to US addresses. Dates are estimates; bank holidays and Christmas can add a day or two. E-cards are ready when payment goes through.
Why this matters more in December
A Style Swap of your mum is printed for you. It cannot go back on a rack. That is why the 14-day cancellation right does not apply to printed cards. The useful protection is the other side: if Ottermagic gets the object wrong, or the post never brings it, you are not asked to wrap it up and post it back. You write in. They reprint or refund.
A reprint of a printed card still needs print and post time. The site does not publish a separate reprint speed, so do not read a next-day Christmas rescue into this FAQ. If you now need the design immediately, take the e-card of a new (or the same) preview, or ask support whether an e-card of the paid artwork is possible. If that is not stated in their reply, check Ottermagic.com rather than assuming.
Your preview is the quality gate. Try another photo or design as many times as you like before you order. Previews are watermarked until you buy; only you see them. After you approve and pay, what you approved is what is meant to print.
Damaged, wrong, or missing, including over Christmas
Use this path when the physical card is spoiled, is not what you ordered, or never turns up.
- Note the estimated delivery date from your confirmation.
- Contact support@ottermagic.com within 14 days of that estimated date.
- Include the order number. Photos of damage help; the live pages do not list a required evidence format, so send what you have.
- Choose reprint or refund when they offer that choice.
You do not send the card back.
If the issue is "it has not arrived" and you are still inside the ordinary window, wait until 7 working days have passed (4 weeks for a US airmail order), then email. The delivery page treats that late-arrival case as reprint or refund as well. Standard post is untracked, so there is no live map of the envelope.
Seventh-night-of-waiting can sit after Christmas Day. If the card was the gift, send the e-card in the meantime and let support handle the print. A late physical card in January is still a card.
Changing or cancelling before it prints
Email as soon as you spot a mistake: wrong address, wrong inside message, second thoughts about the photo, "they have already left for Cornwall."
The published rule is simple. If it has not gone to print, they will change or cancel it. If it has already gone to print, that window has closed for edits. There is no published grace period in hours, so speed matters more than a template email.
Address accuracy is on you at checkout. The delivery page asks you to check the address. Write immediately if you typed the wrong house, and hope it has not gone to print.
E-cards at Christmas
The storefront option is labelled E-card: a hi-res, watermark-free file after payment, on the confirmation page. Come back to it from your order.
Once you have downloaded it, the delivery page says it cannot be refunded. If the file will not open, they will fix it. The terms add that buying a download means you agree to immediate delivery and lose the right to cancel once that delivery starts. If you have paid but not yet downloaded, follow the live terms and ask support.
A broken file is a support ticket. A change of mind after you already have the artwork on your laptop is why the download refund is narrow.
US shoppers can order the printed A5 to a US address, sent by airmail in around 2–3 weeks, or the e-card. A reprint needs that airmail window again, so if a US card goes wrong close to Christmas, the e-card is the quicker rescue.
Details to check with support
A few shopper questions are not answered on the public delivery page, terms, or FAQ. For those, email support or read Ottermagic.com on the day you write:
- How many days a reprint takes in the post (beyond ordinary print-and-post)
- Whether reprints travel tracked
- Partial refunds or goodwill amounts
- Screen-to-print colour matching as a formal policy
- Returns rules written specifically for posters and canvas (the published returns copy talks about cards and downloads)
- Changing an order after dispatch
- Whether a paid print order can be fulfilled as an e-card instead
If you need one of those, ask support@ottermagic.com or read ottermagic.com/delivery.
Related timing, without reprint policy: personalised card delivery times UK and next-day, express and tracked delivery FAQ.
How to avoid needing a reprint in December
Use a sharp, well-lit photo. Zoom the preview. Check the inside message while it is still on screen. Check the address. If the event is closer than around 3–5 working days for a UK address, or about three weeks for a US one, take the e-card instead of hoping the post will sprint. Check Royal Mail's live last posting dates.
Posters and canvas are available as formats. They are still made to order. For their returns language, use the live site.
Ready when you are
Preview until you would give the card, then order with a clear address. The printed A5 is 330gsm gloss with an envelope: Royal Mail around 3–5 working days in the UK, airmail around 2–3 weeks in the US. The e-card is there when post will miss Christmas. If something arrives damaged, wrong, or late, the published path is support within the windows above. Start a new design at Ottermagic.com. Support: support@ottermagic.com (reply within one working day).
FAQ
Can I return a personalised Ottermagic Christmas card because I changed my mind?
No. The delivery page says cards are made to order, so change-of-mind returns are not taken and the 14-day cancellation right does not apply. Damaged, wrong, or missing cards are handled as reprint or refund.
How long do I have to report a damaged card?
Within 14 days of the estimated delivery date.
Do I have to post the damaged card back?
No. Nothing to post back.
Can I change the photo after I have paid?
Email immediately. If the order has not gone to print, they can change or cancel it. After it has gone to print, that published option no longer applies.
My Christmas card has not arrived. Is it tracked?
Standard post is not tracked. If it has not arrived within 7 working days (4 weeks for a US airmail order), email support@ottermagic.com with your order number. They will reprint or refund. If Christmas is sooner than that wait, send an e-card as well.
I downloaded the e-card and I do not want it any more. Can I have a refund?
The delivery page says downloads cannot be refunded once downloaded. If the file will not open, they will fix it.
Are my statutory rights affected?
The site says they are not.
Does this policy cover posters and canvas?
The published returns copy describes cards and downloads. Check Ottermagic.com or ask support for wall-art orders rather than assuming the same paragraphs apply word for word.
