Returns & refunds
If a puzzle turns up damaged, or the picture is not what you hoped for, we would rather sort it out than argue about it.
Damaged, faulty, or not what you ordered
Email us a photograph of the problem within 30 days of it arriving and we will send a replacement or refund you in full, whichever you prefer. You will not usually need to post anything back, and if you do, we pay.
Send it to [CONTACT EMAIL, e.g. hello@ohwishingtree.com] with your order reference — it starts "WT-".
Changing your mind
For anything from our own catalogue of pictures, you have 14 days from the day your order arrives to tell us you want to return it, and another 14 days to send it back. Tell us by email — you do not have to give a reason.
It needs to come back unused and in a condition we could sell it in: an opened, half-built puzzle cannot be resold. Return postage is yours to pay unless the item was faulty.
We refund within 14 days of getting the item back, to the card you paid with.
Pictures made from your own photo
If we print something made from a picture you supplied or generated, it is personalised — it exists only because you asked for it, and nobody else can buy it. That kind of item is outside the change-of-mind right above.
This changes nothing if it arrives damaged, faulty, or wrong: those rights are the same as for anything else, and are set out at the top of this page.
Cancelling before it is printed
Orders go to print quickly, usually the next working day. If you email us before yours has been printed we will cancel it and refund you in full.
How refunds arrive
Always to the original payment method, through Stripe. Your bank usually takes a few days after we send it.