Refund policy

Effective October 4, 2026

All sales are final. Everything is printed to order for you: your order is prepared when you place it and goes to the workshop once your payment has cleared, usually within 2 business days. Because each piece is made for you, we can't change or cancel an order once it is placed, and we don't accept returns or exchanges or give refunds for a change of mind, a size, frame or finish you chose, or a mistake in lettering you entered or a proof you approved.

If it arrives damaged, defective or wrong

Email team@bystilltide.com within 10 days of delivery with your order number and a photo of the problem and the packaging. We'll replace the item at no cost to you. If we can't replace it, we'll refund that item. This covers transit damage, print or manufacturing defects, and any error on our side, including on personalised pieces.

If it doesn't arrive

If tracking shows no delivery 10 business days after the estimated date, email us and we'll send a replacement. Packages returned or lost because of an incomplete or wrong address are re-sent at the buyer's cost.

Gift cards

Gift cards are not refundable and can't be exchanged for cash, except where the law requires.

Colours vary a little between screens and print, and that is not a defect. Nothing here takes away a right the law says can't be waived. See the terms of sale.

Questions

Email team@bystilltide.com. A person replies within one business day.