Returns & refunds.
Find out what to do if you need to change an order, request a return or check a refund.
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Returns & refunds
What if my order is damaged or the wrong item arrives?
Open the order in your Walty account and start a support request. Include clear photos of the item and its packaging, and tell us what is wrong. That gives our team what they need to review a reprint, replacement or refund.
Can I change or cancel my order?
Personalised orders can move into production quickly. Contact support from the order page as soon as you spot a problem. We will check its live status, but a change or cancellation may no longer be possible once production has started.
Can I return a personalised card?
Because personalised cards are made for you, they are not normally returnable just because you change your mind. If the item is faulty, damaged or does not match your order, contact support from the order page and we will put it right.
When will my refund arrive?
Once Walty confirms a refund, it is sent back to the original payment method. Your bank or payment provider controls how quickly it appears, so allow for their processing time before contacting us again.
What should I do if my card is late?
Check the delivery estimate and tracking on your order page. If the estimate has passed, start a support request from that order so we can see the relevant details and advise on the next step.
I used the wrong delivery address—what can I do?
Contact support from the order page immediately. We will check whether the address can still be corrected. Once an order is in production or has been dispatched, changing its destination may not be possible.
Still need a hand?
Tell us what’s on your mind and we’ll get your message to the right team.
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