Refund policy

Every Dear Romeo card is printed to order with your words and your photo, so we can't offer refunds or exchanges if you change your mind. If something isn't right with your card, we'll make it right.

Before you order

Please re-read your message and check your photo before checkout. We print exactly what you write, so spelling, punctuation and photo choice are yours to check. Colours can look slightly different on paper than on screen, and that isn't treated as a fault.

When something isn't right

Write to us at hello@dearromeo.co if your card:

• arrives damaged (torn, stained, or bent beyond normal postal handling)
• has a printing fault (a missing photo or text, smudged or misaligned printing)
• isn't what you ordered (the wrong design or message)
• doesn't arrive (see our Shipping Policy for delivery windows)

Please include your order number, a short description, and photos of the card and packaging if it arrived damaged. It helps us fix things quickly if you get in touch as soon as you can, ideally within 30 days of delivery. This is to help us help you. It doesn't limit your rights.

If it isn't perfect, we'll send it again

Your words deserve to arrive exactly as you wrote them. If something has gone wrong, we'll reprint your card at the Mail House and send it again, at no cost to you.

If your card can't be given as intended, the choice is yours: a new card, or your money back. That includes a card that never arrives, one that arrives too damaged to give, or one printed with the wrong message, name or photo. And if we can't reprint it for any reason, we'll refund you in full.

Now and then we may ask to see the card. If so, we'll send a prepaid label, so please write to us before posting anything back.

Refund timing

Approved refunds are made to your original payment method within 10 business days. Your bank may take a few extra days to show it. If you haven't received it within 15 business days of approval, please write to hello@dearromeo.co.

What we can't take back

• Change of mind, including spelling or wording entered at checkout
• Minor creasing or wear that is normal for posted mail
• Gift cards

Your Australian Consumer Law rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.