Every order goes through our QC process before production. If we find that a photobook has no photos, blank photo slots, or an issue with the photographs uploaded with the order, we pause the order before printing.
Our Customer Support team will email you on the email address used to place the order, generally within 3–7 days of the order being placed. We’ll explain the issue and guide you on how to correct your files and place the order again.
What happens to the money I paid if my order is cancelled because of a photo/file issue?
We issue 100% of the amount paid for the order as store credit to your Odd Giraffe account.
This means the amount you paid is not lost. You can use the full credit towards a new order with the corrected files.
Can I get a refund instead of store credit?
For orders where the issue is with the photos or files uploaded by the customer, we do not issue refunds to the original payment method.
This includes cases where photos were not uploaded, photo slots are blank, or the final preview shows an issue that could have been identified before placing the order.
In these cases, 100% of the amount paid is issued as store credit instead.
What if I missed the email from Odd Giraffe?
If you miss our email or don't respond, your store credit will still remain available in your account.
You don't lose the amount paid. The credit can be used anytime within 12 months from the date it was issued towards a new order.
We recommend checking the email address used to place your order, including your spam or promotions folder.
Why was my order cancelled even though I had already placed and paid for it?
We carry out a QC check on every order before production. If we find that the uploaded photobook is blank or has an issue with the photographs, we pause the order rather than print a book that doesn't contain the photos you intended.
We then contact you by email, explain the issue, and issue 100% of your payment as store credit so you can correct the files and place the order again.
How can I avoid this happening?
Please always check your final preview carefully before placing your order.
Make sure all your photos are visible, no photo slots or pages are blank, and everything looks exactly as you want it to be printed.