Ottermagic cards are made to order from your photo, so the returns rules are specific rather than high-street generic. If the 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. The full rules are on the delivery page, terms, and FAQ. For anything that still feels unclear, email support@ottermagic.com (reply within one working day) or read the live copy on Ottermagic.com.
The product itself stays the usual one: upload a photo, run Style Swap, Face Swap, or Pet Swap, preview, then order a printed A5 card (148×210mm folded, 330gsm gloss, envelope included, printed to order in the UK; Royal Mail around 3–5 working days to UK addresses, or 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.
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 (UK) or 4 weeks (US), 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. Delivery is usually 3–5 working days by Royal Mail to UK addresses, or 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 made-to-order cards work this way
A Style Swap of your mum is printed for you. It cannot go back on a rack. UK rules on cooling-off for personalised goods are why the site says the 14-day cancellation right does not apply to printed cards. That is the published position, not a slogan.
The useful protection sits on the other side: if Ottermagic gets the object wrong, or Royal Mail never brings it, you are not asked to wrap it up and post it back. You write in. They reprint or refund.
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
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 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.
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 promise into this FAQ. If you now need the design immediately, ask support whether taking the e-card of the same artwork is possible; if that is not stated in their reply, check Ottermagic.com rather than assuming.
Changing or cancelling before it prints
Email as soon as you spot a mistake: wrong address, wrong inside message, second thoughts about the photo.
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. A card that prints to the wrong house because the address was typed wrongly is a painful case; write immediately and hope it has not gone to print. The published change path is still “email at once, if it has not gone to print.”
E-cards and downloads
The storefront option is labelled E-card: a hi-res, watermark-free file after payment.
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, not a reason to skip Ottermagic next time. A change of mind after you already have the artwork on your laptop is why the download refund is narrow.
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; check Ottermagic.com or support for wall art)
- Changing an order after dispatch
- Returns for printed cards sent to an address outside the UK or US
If you need one of those, ask support@ottermagic.com or read ottermagic.com/delivery on the day you write.
Related timing questions, without reprint policy: personalised card delivery times UK and next-day, express and tracked delivery FAQ.
How to avoid needing a reprint
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 the delivery window (around 3–5 working days in the UK, 2–3 weeks to the US), take the e-card instead of hoping the post will sprint.
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 to the US. The e-card is there when post will miss. 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 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 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 order), email support@ottermagic.com with your order number. They will reprint or refund.
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.
