Returns & refunds

Last updated 26 June 2026

Every Carmello Prints star map is made to order and personalised to the exact place, date, time and wording you choose. This policy explains your rights and ours. It does not affect your statutory rights under UK consumer law.

Personalised items and the right to cancel

Because each print is made to your specification, it is exempt from the standard 14-day “change of mind” cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Once your order has gone into production we are unable to cancel, change or refund it for change of mind.

We print exactly what you enter and exactly what you see in the live preview, so please check your details carefully before paying. If you spot a mistake (a typo in a name, date or place), email hello@carmelloandjohn.com as quickly as possible. If your order has not yet entered production we will do our best to amend it.

If something is wrong with your order

Your statutory rights under the Consumer Rights Act 2015 are unaffected. If your print arrives faulty, damaged in transit, or not as described, you are entitled to a replacement or a refund. Email hello@carmelloandjohn.com within 30 days of delivery with your order number and a photograph of the problem. In most cases we will simply reprint and resend your order, or refund you, without needing the original returned.

Digital downloads

Digital star maps are delivered immediately. By completing your purchase you ask us to supply the file straight away and acknowledge that you lose the right to cancel once the download has begun (Consumer Contracts Regulations 2013, reg. 37). If a file is faulty or will not open, contact us and we will fix it or refund you.

Refunds

Where a refund is due, we issue it to your original payment method, normally within 14 days of agreeing it with you.

Contact

Carmello & John Ltd, a company registered in England & Wales (no. 17159080), registered office 4th Floor Office, 205 Regent Street, London, W1B 4HB. Email hello@carmelloandjohn.com.