Returns and refunds
Whichever delivery service you choose, a card is at our risk until it is delivered to the address you gave us. If it is wrong, damaged, late or missing, this is how we put it right.
A card that is wrong, damaged or missing
This covers a card that arrives damaged or misprinted, and a card that does not arrive at all.
Report it through your account within 30 days, under Issues. Send a photo if you have one. A person reviews every report and decides what to put right, usually within two working days. Depending on what went wrong we will reprint and resend, or refund.
On an untracked service, please wait until six working days after the print day, or the end of your estimated arrival window, whichever is later, before reporting a card as missing, because until then it is still inside the delivery window.
Report a problem with an order, or email hello@vibe-card.com.
We print the name and address you give us, so please check them before you pay. A card sent to a wrong or incomplete address is not our fault, though we will help where we can.
A card that is late
For 2nd Class, 1st Class and Express, the delivery times are estimates of when the card will arrive, not a promise of a particular day. If a card has still not arrived once the wait described above has passed, report it as missing.
Special Delivery is guaranteed by Royal Mail to arrive by 1pm on the next working day. If a Special Delivery card arrives late, tell us through your account and we will make the claim to Royal Mail for you. Any compensation Royal Mail pays on a failed guarantee is passed to you in full, and making a claim does not take away any right you have against us.
How a reprint or refund is given
A person reviews every report and decides what to put right. Depending on what went wrong we will reprint and resend the card, or refund it.
Refunds go back to the payment method you used, within 14 days of our decision. Your bank may take a day or two more to show it.
We reserve the right to decline repeated claims where the pattern suggests abuse. Your statutory rights are not affected.
Can I cancel an order?
Yes, from your account, at any time before the card has been claimed for printing. For a scheduled send that can be weeks or months.
Cancelling stops the card being printed straight away, and the refund is sent back to the card you paid with as soon as you confirm. It usually shows on your statement within 5 to 10 days, and always within 14 days; your bank may take a day or two more to show it. If you cancel and do not see the money, tell us and we will chase it.
When can I no longer cancel?
Once the card has been claimed for a print batch. At that point it is on the bench and the button is gone.
If you need to stop something after that, get in touch rather than assuming it is too late. We would rather hear from you early.
Can I return a card I have received?
It depends on whether it was personalised.
A card with a message printed inside is personalised and made for you, so under the Consumer Contracts Regulations 2013 there is no right to cancel it once it has been made.
A card with nothing printed inside is not personalised. You can cancel within 14 days of receiving it and return it to us, unused, at your own cost, for a refund of the card price.
There is no button for this. Get in touch through the contact form and a person will reply with where to send it.
The full terms
This page summarises sections 7 and 8 of the terms of sale, which are the contract between us. Delivery services, prices and times are on the delivery page.