Returns & Refunds
If something is wrong
Your book should arrive as described and ready to enjoy. If it is damaged in transit, has a printing or binding defect, is the wrong book, or has missing or duplicated pages, email info@orquideumbooks.com as soon as you can, ideally within 30 days of delivery.
Include your order number, a short description, and clear photos of the problem and packaging. Keep the book and packaging until we reply. Photos usually let us resolve a print problem without asking you to send the book back. If a return is needed for an error or defect, we will provide instructions and cover reasonable return shipping.
We will review the issue and arrange an appropriate replacement at no extra cost or a refund. If a replacement is unavailable or would cause unreasonable delay, we will offer a refund for the affected item, including the delivery charges required by law. The 30-day reporting request helps us act quickly; it does not remove longer legal rights.
Cancellations & change-of-mind returns
Each physical book is printed after purchase. To request a cancellation, email info@orquideumbooks.com immediately. We can cancel and refund an order only if it can still be stopped before printing starts. An email request does not guarantee cancellation. Once printing begins, we ordinarily cannot cancel, exchange, or refund a correctly supplied book because you changed your mind or selected the wrong title. Your legal rights still apply.
Where an online-purchase cooling-off right applies, including qualifying EU and UK purchases of standard, non-personalised books, you may tell us within 14 days after delivery that you wish to cancel. You then have 14 days to send the book back using the instructions we provide. You may inspect it as you would in a shop. Writing, colouring, or damage beyond that inspection may reduce the refund where the law allows.
For these change-of-mind returns, you pay return postage unless local law says otherwise. For a full-order cancellation, we refund standard outbound delivery where required; an upgrade to premium delivery is not refundable beyond the standard-delivery amount. Merely printing a standard book after purchase does not make it personalised.
Please contact us for the correct return address. Do not ship a return to Lulu.
Missing orders & refunds
If your order is late or missing, email info@orquideumbooks.com promptly. Check the delivery address, tracking, and any safe place or building reception first. We will investigate with the printer and carrier and arrange a suitable replacement or refund when the order is confirmed lost or not delivered. We will not ask you to deal with Lulu yourself.
If a package is returned because the address you supplied was incomplete or incorrect, delivery was refused, or it was not collected, contact us. We will explain any reasonable reprinting or reshipping cost before you agree to it. We cover costs caused by our error, and your legal rights remain unchanged.
Approved refunds go to the original payment method. We normally initiate them within 5 business days of approval; your bank may need additional time to display the credit. Where a legal withdrawal right applies, we follow its refund deadline and may wait for the return or evidence that it was sent, as the law allows. We do not charge a restocking fee.
This policy covers purchases from the Orquideum store. For an Amazon or other retailer purchase, contact that retailer. Nothing here limits your rights under applicable consumer law.
Last updated: November 6, 2026.