Returns, Refunds & Delivery
Last updated: 22 June 2026
This policy explains how delivery works, your cancellation and return rights, and how refunds are handled — for both printed album orders and subscriptions. It is written to be consistent with Portuguese and EU consumer law.
1. Overview
We stand behind the quality of every album we print. Because printed albums are personalised goods made to your selection, some standard return rights are limited by law (explained below) — but you are always protected if an item arrives damaged, defective, or different from what you ordered.
2. Delivery & shipping
We ship to Portugal (mainland and the autonomous regions of the Azores and Madeira) and to other European Union countries. Albums are printed to order; typical production takes a few business days, after which delivery times depend on the destination — usually a few business days within mainland Portugal and somewhat longer for the islands and other EU countries. Shipping costs, if any, are shown clearly at checkout before you pay. Delivery times are estimates and may vary during busy periods or due to the carrier.
3. Printed album orders
Printed albums are made to your specifications and are clearly personalised. Under Article 17 of Decree-Law 24/2014, the standard 14-day right of withdrawal does not apply to such custom-made goods once production has begun. You can change or cancel your order at no cost up until production starts — see "Cancelling an order" below.
4. Cancelling an order
You can cancel an album order free of charge at any time before it enters production. To cancel, contact us at support@pickmyalbum.com as soon as possible after ordering. If production has not yet started, we cancel the order and reverse the charge in full. Once an album is in production, it can no longer be cancelled because it is being custom-made for you.
5. Damaged or defective items
If your album arrives damaged, defective, or materially different from your order, you are entitled to a free replacement or a refund. Please contact us at support@pickmyalbum.com within 14 days of delivery with your order number and a photo of the problem, and we will arrange a reprint or refund at no cost to you. This is in addition to your legal guarantee of conformity under EU and Portuguese law.
6. Subscription cancellations & refunds
You can cancel a paid subscription at any time through the billing portal. Cancellation stops future renewals; your plan stays active until the end of the period you have already paid for, and we do not charge you again after that. We generally do not refund partial months, except where required by law.
7. How to request a refund
To request a refund or report a problem, email support@pickmyalbum.com with your order or account email, the order number (for album orders), and a short description of the issue (with a photo for damaged items). We will confirm receipt and let you know the outcome.
8. Refund processing time
Once a refund is approved, we process it back to your original payment method through Stripe. It typically reaches your account within 5–10 business days, depending on your bank or card issuer.
9. Complaints & dispute resolution
If we cannot resolve a complaint to your satisfaction, you may use the electronic Complaints Book at www.livroreclamacoes.pt, or refer the matter to an authorised alternative dispute resolution (ADR) entity — the National Centre for Information and Arbitration of Consumer Disputes (CNIACC), www.cniacc.pt, or the arbitration centre for your region.
10. Contact
For any refund, cancellation, or delivery question, contact us at support@pickmyalbum.com.