Refund policy
Every portrait is calculated and printed for one person, from the birth details you give us. That shapes what we can and cannot take back. Here is exactly where we stand.
If something is wrong with your order, we fix it
If your portrait arrives damaged, misprinted, faded, mis-framed, or wrong in any way that is our doing or our print partner's, tell us and we will replace it at no cost to you. We may ask for a photograph so we can show the printer what went wrong.
Please contact us within 14 days of delivery at hello@celestialkinthreads.com.
If your parcel does not arrive
Every physical order ships with tracking. If tracking shows it delivered and you do not have it, contact us and we will open a claim with the carrier. If a parcel is genuinely lost in transit, we will reprint and resend it.
Digital downloads
A digital portrait is delivered by email, usually within minutes. Because the file is yours the moment it arrives and cannot be returned, digital orders are not refundable once delivered.
If your file will not open, or you never received it, that is a delivery problem and not a return. Email us and we will get it to you.
Made-to-order prints and framed pieces
Nothing here is pre-printed or held in stock. Your chart is calculated and your portrait is produced for you after you order, which means it cannot be resold to anyone else.
For that reason we cannot accept returns or issue refunds on a correct order that is simply no longer wanted. This is standard for personalised and made-to-order goods.
If the birth details were entered incorrectly
Your portrait is built entirely from the date, time and place you enter, so please check them carefully before you order. If they are wrong, the chart will be accurate for the details given and wrong for the person.
We would still rather you ended up with the right portrait:
- Digital orders — contact us within 14 days and we will regenerate your portrait once with the corrected details, free of charge.
- Prints and framed pieces — we will produce a corrected piece, but we have to ask you to cover the printing and shipping cost again, since the first one was made exactly as ordered.
Email hello@celestialkinthreads.com as soon as you notice. If a physical order has not gone to print yet, we can usually correct it before it does — at no cost.
Cancelling an order
Our system starts work the moment you order, so please contact us immediately if you need to stop something.
- Digital — your portrait is normally generated and emailed within about a minute of ordering, so in practice there is no cancellation window. Once it has been delivered, see the digital section above.
- Prints and framed pieces — your order is sent to our print studio straight away, but it usually waits in their queue before printing begins. We can often still cancel it during that window. Email us as soon as you can and we will try; if we reach it in time, you get a full refund. Once it has gone to print we cannot stop it.
How refunds are paid
Approved refunds go back to the original payment method. Depending on your bank, it usually takes 5 to 10 business days to appear on your statement.
Your legal rights
Nothing in this policy limits any rights you have under the consumer law of the country you live in.
Contact
hello@celestialkinthreads.com
CelestialKinThreads, operated by John Little
6514 Dick Pond Rd #1096, Myrtle Beach, South Carolina 29588-9277, United States