Returns and refunds
Everything here applies to every order, wherever it ships. Where your local law gives you more than this page does, your local law wins.
Changed your mind
You have 14 days from the day your order arrives to tell us you want to return it — not from the day you ordered, so the time it spends being made and posted is not counted against you. Tell us at support@iloveaplace.com and we will refund you.
You do not need to post anything back. Every item is made for your order, and posting it back would cost more than it is worth to everyone involved. Keep it, pass it on, or give it to someone who would like it.
We refund to the card you paid with, within 14 days of hearing from you. The refund covers what you paid for the item and the standard delivery you were charged.
Something arrived damaged, misprinted or wrong
Send us a photograph within 30 days of it arriving and we will have a replacement made and sent at no cost to you. If you would rather have the money back than a replacement, say so and we will refund instead.
The 30 days is not arbitrary — it is the window our printer gives us to make a claim, and past it we can no longer have the item remade for free. Tell us as soon as you notice.
It never arrived
If tracking stops moving or the parcel goes missing on the way to you, we will have it made and sent again. If tracking shows it was delivered and it is not there, contact us anyway and we will look into it with you, though we cannot promise a replacement in that case.
The wrong address, or nobody to receive it
If the address given at checkout was wrong or incomplete and the parcel comes back, we will hold it for 28 days and get in touch. Give us a corrected address in that time and we will send it on — we will ask you to cover the second postage, because the parcel has now been sent twice. After 28 days it is disposed of and we cannot refund it.
Please do check the address before paying. It is the one thing we cannot fix afterwards.
What happens to the city's share
A share of every item is set aside for the place on the print. If an order is refunded, that amount is taken back off the city's ledger — the money follows the sale, and a sale that did not happen does not fund anything. The ledger on each city's page shows what has actually accrued.
How to reach us
Email support@iloveaplace.com with your order reference — it is at the top of your confirmation email. One person reads that inbox, so please allow a couple of days.
Who you are buying from
I Love A Place
support@iloveaplace.com
If you are in the EU or the UK
You have a statutory right to withdraw from a distance purchase within 14 days of receiving it, under Directive 2011/83/EU and, in the UK, the Consumer Contracts Regulations 2013. Nothing on this page reduces that right, and nothing you agree to at checkout can either. The policy above is written to meet it and, on return postage, to go further than it requires.
An email saying you want to withdraw is enough. If you would rather use the model form set out in the Directive, it is here — you are not required to use it.
To I Love A Place, support@iloveaplace.com:
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: