Returns & Refunds
Every book is one of a kind, made just for your child.
Here's what we do if something isn't right.
Last updated: October 14, 2026
A personalised book is a unique creation — it can't be resold or recreated for someone else. Our policy reflects that, while making sure you're fully protected.
After the digital book
Full refund within 3 days
After printing or delivery of the printed book
Personalized product — no refund
Manufacturing defect
Free reshipment, no return required
When your book goes to print
Once your digital book is ready, we don't automatically send it to the printer. You're in control.
You approve it yourself: from your account, you confirm when you're ready to send it to print.
Or automatically after 72 hours — so your order doesn't sit in limbo indefinitely. You'll receive several reminder emails before anything happens automatically.
You can put your book on hold
If you need more time — to double-check, make a correction, or simply wait for the right moment — you can pause the 72-hour countdown from your account. Your book won't go to print until you decide it's ready.
Refund within 3 days
As soon as your digital book is ready (usually within 48 hours), a 3-day window to request a full refund — simply by asking, no justification needed. This period starts from receipt of the digital file, not the printed book.
One condition:
Your book must not yet have been sent to the printer. If you'd like a refund, put your book on hold from your account, then get in touch with us.
To request a refund, email us at hello@realbigstories.com with your order number. We'll handle your request within 48 hours and issue the refund straight away.
After printing or delivery of the printed book
Once the book has been sent to the printer — and even more so once the printed book has been delivered — a refund is no longer possible.
This is a legal rule (Article L221-28 of the French Consumer Code) for made-to-order goods: your book was printed only for your child, with their name, their face, their story. It cannot be resold or recreated for someone else.
Good news: you don't need to send it back to us either. A personalized book doesn't belong in a returns warehouse — it belongs in your child's hands.
Manufacturing defects
Print defects can happen: misaligned pages, washed-out colours, a damaged binding. If that's the case, we'll sort it out — no hassle, no debate.
Our promise:
- →We reprint and reship a brand-new copy, fully at our expense (printing + delivery).
- →You keep the defective copy — no return needed.
- →Reshipment is unconditional and at no extra cost to you.
To report a defect, send us a photo of the issue at hello@realbigstories.com with your order number. We'll take care of everything.
No returns, ever
In all cases — whether it's a refund for the digital book or a replacement for a defect — we never ask you to return the book.
Every story is crafted for one specific child. We have no use for a book bearing their name and face. Keep it, gift it, treasure it — even if it's imperfect, it's still theirs.
Got a question?
Our team is on hand for any request — whether it's a refund, a defect report, or simply a question about your order.
For full details, you can also read our Terms & Conditions.
Your happiness is part of our story too. 💛