Refund policy

Last updated: [28-02-2026]

Thank you for choosing myQissah. Each of our books is created with care and personalized especially for your child and family. Because of the custom nature of our products, our return policy differs from standard retail items. Please read the information below carefully before placing your order.

1. Personalized Products & Right of Withdrawal

All myQissah books are made to order and personalized based on the details you provide at checkout.

Under EU consumer protection law (Directive 2011/83/EU), the standard 14-day right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalized.

As our books are custom-made and cannot be resold, orders cannot be returned, cancelled, or refunded once production has started, except in cases of damage, defects, or production errors.

By placing your order, you acknowledge and accept that your product is personalized and exempt from the standard withdrawal period.

2. Order Changes or Cancellation

If you notice a mistake in your personalization details, please contact us as soon as possible through our Contact Form on our website.

We may be able to update or cancel your order if production has not yet started. However, once printing begins, changes are no longer possible.

We recommend reviewing all names, spellings, and details carefully before completing your purchase.

 

3. Damaged, Defective, or Incorrect Items

We take quality seriously. If your book arrives:

  • Damaged

  • Defective

  • With a printing error

  • Or different from the personalization details you submitted

Please contact us within 24 hours of delivery through our Contact Form.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the issue

  • A brief description

If the issue is confirmed, we will offer:

  • A free replacement, or

  • A full or partial refund where appropriate

We do not normally require damaged items to be returned unless specifically requested.

4. Customer Input Errors

We are not responsible for errors resulting from incorrect information entered during checkout, including:

  • Spelling mistakes

  • Incorrect names

  • Incorrect dates

  • Incorrect selected options

Please double-check all personalization details before placing your order.

5. Shipping & Delivery

Delivery times are estimates and may vary depending on location and carrier.

We are not responsible for:

  • Delays caused by shipping providers

  • Incorrect delivery addresses provided by the customer

If an order is returned due to an incorrect address, additional shipping fees may apply for reshipment.

6. Non-Delivery or Lost Packages

If your order has not arrived within the estimated timeframe, please contact us within 3 days after the expected delivery date so we can investigate with the shipping carrier.

7. Refund Processing

If a refund is approved, it will be issued to your original payment method within 5–10 business days, depending on your payment provider.

8. Contact Us

For all return, refund, or order-related questions, please contact us through the Contact Form available on our website.

We aim to respond to all inquiries within 2 business days.