Returns & Refund Policy

Custom-made products

Every Dear Atlas poster is custom-made to your specification, produced specifically for you with your chosen address, artistic style, title text, size, material, and framing.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised and made-to-order products are exempt from the standard 14-day right to cancel (Regulation 28(1)(b)). This means we are unable to accept returns or offer refunds simply because you have changed your mind.

We make this clear during the ordering process, and by placing your order you acknowledge that you are ordering a customised product.

Our 14-day quality guarantee

We stand behind the quality of every print we produce. If your poster arrives with a quality issue, you are covered by our 14-day quality guarantee from the date of delivery.

Our quality guarantee covers:

• Print defects — smudging, streaking, banding, or other print quality problems
• Colour issues — significant colour deviation from the checkout preview
• Damage in transit — creased, torn, bent, or water-damaged prints
• Material defects — paper tears, canvas stretching issues, or frame damage
• Incorrect product — wrong size, material, or framing option received

Our quality guarantee does not cover:

• Change of mind after receiving the product
• Minor colour variations between screen display and print (screens and print media reproduce colour differently)
• Errors in information you provided (wrong address, typos in title text)
• Damage caused after delivery through mishandling

How to report an issue

If your print has a quality issue, please follow these steps:

1. Email us within 14 days of delivery at hello@dearatlas.studio
2. Include your order number (found in your order confirmation email)
3. Attach a photograph clearly showing the issue with the print
4. Describe the problem briefly so we can understand what went wrong

We aim to respond to all quality claims within one working day.

How we resolve issues

Once we have reviewed your claim and confirmed the issue, we will offer one of the following resolutions:

• Reprint — We will produce a new print and ship it to you at no additional cost
• Full refund — If a reprint cannot resolve the issue, or if you prefer, we will issue a full refund to your original payment method

We aim to resolve all quality claims within 5 working days of receiving your report.

Damaged in transit

If your order arrives damaged during shipping, we will send a replacement immediately at no cost. You do not need to return the damaged item. Simply email us with your order number and a photograph of the damage and we will get a replacement on its way.

Refund timeline

Refunds are processed to your original payment method within 5 working days of approval. Depending on your bank or card provider, it may take an additional 5–10 working days for the refund to appear in your account.

You will receive an email confirmation when your refund has been processed.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product does not meet these standards, you may be entitled to a repair, replacement, or refund regardless of this policy.

For further information about your consumer rights, visit citizensadvice.org.uk or contact Citizens Advice on 0808 223 1133.

Contact us

If you have any questions about this policy, or if you need to report an issue with your order, please get in touch:

• Email: hello@dearatlas.studio
• Website: dearatlas.studio