Returns & Replacements

Our commitment to quality

Every artwork created at Thousim Studio is individually inspected before dispatch. Your keepsake is handcrafted with care, and we want it to be perfect when it arrives at your door. If something isn't right, we make it right.

Custom & personalised artwork

All artworks we create are custom-made to order and fully personalised with individual names, dates, and personal messages that are unique to you. Under Polish and EU consumer law, personalised goods are exempt from standard return rights because they are made specifically to your specification.

However, we believe in fairness and going beyond the legal minimum. Our return and replacement policy reflects this commitment.

🌍 International customers (EU, UK & Ireland): The same policy applies regardless of where you are based. If your artwork arrives damaged or is defective, we will cover all return shipping costs. In the rare event that a replacement is required, we will re-dispatch at no additional charge. Please contact us at thousimstudio@gmail.com with your order number and a photo of the issue.

When we will replace or refundKiedy dokonamy wymiany lub zwrotu

We will arrange a full replacement at no cost if any of the following applies:

Artwork arrives damaged or defective
Artwork does not match the approved digital proof
Frame is damaged in transit
Significant error on our part (wrong name, date, or message)

To request a replacement, contact us within 7 days of delivery with photos of the issue. We'll send you a replacement immediately and arrange collection of the defective piece.

What we cannot accept returns onCzego nie możemy przyjąć z powrotem

Change of mind on a completed personalised artwork
Print quality issues that were visible in the approved digital proof
Incorrect details provided by you at the time of ordering

These limitations exist because the artwork is already personalised to your exact specification by the time production begins.

The digital proof stage

Before production starts, we always send you a digital proof of your artwork by email. This is the critical moment for you to review every detail — spelling, dates, layout, colours, and placement.

We encourage you to check carefully. This is your opportunity to catch any issues before the artwork is produced. Once you approve the proof by email reply, production begins immediately. This process protects both of us: it ensures you get exactly what you've approved, and it means we're creating what you've signed off on.

Print kit — what if my attempt fails?

Each inkless print kit we send you contains one A4 special inkless sheet. If your first print attempt doesn't come out as expected, additional kits are available for purchase in our shop or at checkout.

We understand that capturing a perfect print can take practice — that's why the kit is reusable and why extra sheets are available. However, we cannot offer free replacement kits, as these are consumables and you control the capture process.

How to contact us about a returnJak się z nami skontaktować w sprawie zwrotu

If you believe your artwork qualifies for a replacement under our policy, please email us at thousimstudio@gmail.com with:

Your order number
Photos of the issue (clear, well-lit images)
A brief explanation of the problem

We'll respond within 24 hours and arrange a resolution immediately.

      We believe in fairness and common sense. If something isn't right, reach out — we'll always try to find a solution. Our goal is for you to be delighted with your keepsake.
    