Refund policy

Every journal we make is custom-built to your design. Because of that, our refund policy works differently from a typical retail return.

Returns

We don't accept returns on change-of-mind orders. Each journal is produced to the exact specifications you select during the customization process, which means we can't restock or resell it. Please review your design carefully on the preview screen before placing your order.

Damaged or defective orders

If your journal arrives with a production defect (smudging, binding issues, page misalignment, or anything else that came from our end) or different from what you designed, email us at contact@thecustomjournal.com within 14 days of delivery with photos of the issue. We'll review every case individually and either reprint your order at no cost or issue a full refund, depending on what makes sense for the situation. For damage caused in transit by the shipping carrier, please file a claim with the carrier directly. See our Shipping Policy for details.

Cancellations before production

If you change your mind after ordering and your journal hasn't gone into production yet, email us at contact@thecustomjournal.com and we'll cancel your order and issue a full refund to your original payment method. Production typically begins within 1 to 2 business days of your order, so the sooner you reach out, the more likely we can stop it in time.

Custom Cover orders

Custom Cover orders work differently from our pre-designed journals. After you place your order, we email you within 12 hours to start designing your cover together. The collaboration only moves forward when we hear back from you.

Our outreach process. We send up to three emails over fourteen days from the contact email on your order. If you don't see anything from us, please check your spam or promotions folder, and feel free to reach out to contact@thecustomjournal.com at any time. We want to design your cover with you, and we'll keep the door open as long as you do.

If we don't hear back. If we receive no response within 21 days of your purchase date, your order will be archived as unfulfilled. The value of your order remains available to you as store credit for 12 months from your purchase date. To redeem it, email contact@thecustomjournal.com and we'll issue a discount code for the full amount, applied to the email address on your order.

We don't issue automatic cash refunds on archived Custom Cover orders. The store credit ensures you don't lose the value of your purchase, and gives you the flexibility to come back when you're ready to design.

If you change your mind before we begin. If you decide you no longer want to move forward and let us know before we've started cover design work, we'll issue a full refund to your original payment method. Once cover design work has begun, refunds are handled case by case.

Bulk orders

Bulk order refunds and cancellations are handled separately and outlined in the bulk order agreement provided at the time of quote. Once a bulk order has been confirmed and production has begun, deposits and payments are non-refundable except in the case of production errors on our end.

Questions

Reach out to contact@thecustomjournal.com any time. We read every email.