Something's wrong with my printed book
What to do if your printed Keepsake book arrives damaged or with a printing fault, what we'll do about it and what to send us.
Updated
We're sorry your book isn't right. If it arrived damaged or with a printing fault, we'll replace it at no cost to you. Tell us within 14 days of delivery and send photos of what's wrong.
The book was damaged on the way
Bent corners, a crushed cover, torn pages or water damage from the delivery are all covered. Keep the book and the packaging until we've replied, and take photos of both.
There's a printing fault
Pages missing, out of order, smudged or cut badly, a cover that's misaligned, or a binding that's coming apart are printing faults. They're covered. Take photos that show the fault clearly, and note the page numbers.
There's a mistake in what you wrote
A typo, a wrong date or a photo you'd like to change is part of the book you approved in the proof, so it isn't a printing fault and isn't covered by a free replacement. You can correct the story and print the book again. See Order more copies or a reprint.
If you spot a mistake after you've ordered but before the book arrives, tell us as soon as possible. We'll do everything we can to fix it before it prints. See Cancel or change an order.
How to tell us
In the project's Orders tab, open the order and choose Get help. This starts an email to us with your order number already in the subject. You can also email us at support@keepsakeproject.co.
Include:
- Your order number (it's on the order in the Orders tab, after Order)
- What's wrong, and on which pages
- Photos of the problem, and of the packaging if it was damaged on the way
We'll reply as fast as we can and arrange the replacement.