Returns, Refunds & Replacements
Each Illustrated You book is personalized and made specifically for one pet, so it cannot be restocked or resold. We do not offer change-of-mind returns, and we will replace a book that arrives damaged, defective, or materially different from what was ordered — told to us straight away, with photos. This applies whether you bought directly from us or through Amazon — and if you bought on Amazon, your Amazon return and A-to-z Guarantee rights always apply on top.
Made to order, so we do not take change-of-mind returns
We do not accept returns or issue refunds because you changed your mind, no longer need the book, dislike a personalization choice you submitted, or submitted the wrong name, wording, or photo. Please review every personalization field carefully before you place the order.
Cancelling before production
For an order placed on this site, contact us as soon as you can and we will cancel and refund it in full if we reach it before it enters production. Once a book has gone to print there is nothing left to cancel, and we will tell you plainly which side of that line your order fell on rather than leaving you guessing. For an Amazon order, cancellation follows Amazon's own process in Your Orders.
When we provide a free replacement
We will replace your book at no additional charge if it arrives damaged, contains a printing or binding defect, is mis-bound, or does not match the personalization submitted with your order because of an error by Illustrated You or our production partner. The same standard applies to both sales channels.
This is a promise about the condition the book arrives in, not a period of time, so there is no claim window to count down and none is stated anywhere on this site.
The likeness guarantee. If the pet inside the book is not the pet on the cover you approved, that is a mistake on our side: if the book that arrives still is not them, we repaint it or refund you.
What none of this covers is equally plain: changing your mind, damage that happens after the book reaches you, ordinary wear from being read, and problems caused by what was submitted with the order rather than by us.
How to request a replacement
Check your book when it arrives — if it turns up damaged, misprinted, badly bound, or not the book you ordered because of a mistake on our side, tell us straight away with photos and we will replace it free. Include your order number, a short description of the problem, and clear photos showing the damage, defect, or incorrect personalization. Telling us while the book is still as it arrived is what lets us tell a production fault from later damage, which is the whole reason we ask for it straight away rather than setting a deadline. We reply within one business day and will tell you if any additional information is needed. You do not need to return the defective book unless we specifically ask you to.
If you bought on this site
Use the form on our support page and choose “Damaged, defective, or incorrect book”, or email support@illustratedyou.com. Your order number starts with IY- and is at the top of your confirmation email. If you have lost that email, the order lookup will send you a fresh tracking link. An approved replacement is produced and shipped at no charge; a refund is issued to the original payment method through Stripe where a replacement is not the right remedy, and takes a few business days to appear on your statement.
If you bought on Amazon
Start in Your Orders on Amazon and message us there — that keeps everything on your order record. You can also email support@illustratedyou.com with your Amazon order number.
The files a replacement is made from
We keep them. For a book ordered on this site, your photo, your personalization, and the illustrated files we made from them stay with us for as long as you are a customer — that is what lets us reprint your book long after it arrived, and make your next one without asking you to upload the same photo again. You can end that at any time by emailing support@illustratedyou.com, or by asking us to close your account; after that a replacement would need the photo and details again.
If you bought through Amazon, the customer inputs Amazon passes us are deleted no later than 30 days after confirmed delivery, so tell us about a problem when the book arrives. The files of the printed book itself are kept on both channels as the record of what we made and sent, which is what a reprint is produced from. See our Privacy Policy for the full rule.
What the replacement includes
An approved replacement recreates the same title and personalization from the original order while correcting the verified problem. A replacement request cannot be used to change the pet, photo, name, dedication, story, or other choices from the original order.
Marketplace and legal rights
If you bought through Amazon, you keep every remedy Amazon gives you. You can request a return from Your Orders, message us through Buyer-Seller Messaging, or file an A-to-z Guarantee claim — contacting us first is usually faster, but nothing on this page limits those rights. Illustrated You is the seller of record for those listings; Amazon is the marketplace, and its rules also apply to that purchase.
If you bought on this site, Illustrated You is the seller and we are the ones who answer for the order. That means there is no marketplace to escalate to — and also that there is nobody for us to hide behind, which is why the replacement standard above is written the way it is.
Any non-waivable rights under applicable law apply to your purchase either way. Where those rules or laws require a different remedy, that remedy controls. Nothing in this policy limits rights that cannot legally be limited.
Questions? Email support@illustratedyou.com.