Refund policy
Last updated: October 26, 2026
Every Storylou book is made to order, with your child's name and photos. We want you to love it: that's why every book comes with a satisfaction guarantee.
Satisfaction guaranteed or your money back
If you don't like your book (the likeness, an illustration, the story), email us within 30 days of receiving it at contact@storylou.com, with your order number and what you don't like.
- We first offer to fix the book (for example, redo the illustrations that don't look enough like your child) and reprint it for free, shipping included.
- If you prefer, or if the fix still doesn't suit you, we refund the book in full: the price paid for the book and the shipping costs.
- You don't need to send the book back.
- The guarantee applies once per book ordered.
Damaged book or printing defect: free reprint
If your book arrives damaged, with a printing defect or in the wrong quantity, we reprint it and send it again for free, shipping included. If a reprint isn't possible, we refund you.
- Email us within 30 days of receiving it at contact@storylou.com.
- Include your order number and one or two photos of the problem (and of the packaging if it is damaged).
- You don't need to send the book back.
Lost package
If your package hasn't arrived, email us within 30 days of the estimated delivery date. After checking with the carrier, we send you a new book for free.
Cancelling or correcting an order
Every book is reviewed by our team before printing. As long as your book hasn't gone to print, email us to correct the name, dedication or address, or to cancel: a cancellation is then fully refunded. Once printing has started, the order can no longer be cancelled or changed, but the satisfaction guarantee applies when you receive it.
What is not covered
- Slight colour differences between your screen and paper, which are normal in printing.
- Errors in the information given with the order (misspelled name, photo of another person, dedication) that were not reported to us before printing: we can correct and reprint the book, at the cost of the reprint and shipping.
- An incomplete or incorrect shipping address, or a refused or unclaimed package: we can ship the book again, but the new shipping costs are yours.
Refunds
An approved refund goes back to the payment method used for the order. It usually appears on your statement within 5 to 10 business days, depending on your bank.