Refund policy
Refund & Returns Policy
At Footnote Friend, every order is carefully prepared with the hope that it becomes a cherished part of your reading journey. If something isn't right, we'll always do our best to help.
Custom Products
Our Annotated Books are individually prepared and personalised for each customer. Due to the custom nature of these products, they cannot be returned or exchanged for a change of mind.
This includes:
Choosing your own book.
Surprise book selections.
Custom annotation requests.
Any annotated book prepared specifically for your order.
If your Annotated Book arrives damaged, defective, or you have received the wrong item, please contact us within 14 days of delivery so we can work with you to resolve the issue.
Standard Products
This includes:
Reading Kits
Bookmarks
Magnetic Bookmarks
Stickers
Sticker Bundles
Enamel Pins
Other non-personalised products
If you change your mind about a standard product, please contact us within 14 days of receiving your order.
Items must be:
Unused and in their original condition.
Returned in their original packaging where possible.
Returned at the customer's expense unless the item is faulty or incorrect.
Once your return has been received and inspected, any approved refund will be processed to your original payment method.
Original shipping charges are non-refundable unless required by applicable consumer law.
Damaged, Faulty or Incorrect Items
We take great care when packing every order. If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 14 days of delivery.
Please include:
Your order number.
A description of the issue.
Clear photographs of the item and packaging where applicable.
We'll assess the situation as quickly as possible and arrange a suitable resolution, which may include a replacement, repair, or refund where appropriate.
International Orders
Customers are responsible for any customs duties, import taxes, or local fees charged by their country. These charges are not included in the purchase price or shipping cost and are non-refundable.
If an order is refused, unclaimed, or returned due to unpaid customs charges, any refund will be issued once the order has been returned to Footnote Friend, less any shipping costs or fees incurred.
Consumer Rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including the Consumer Guarantees Act 1993 (New Zealand) where applicable, or other mandatory consumer rights in your country of residence.
Customers within the European Union may have additional statutory rights when purchasing non-personalised products. However, personalised and custom-made products, including our Annotated Books, are generally exempt from the standard 14-day right of withdrawal under applicable EU consumer law.
Contact Us
If you have any questions about your order or this policy, please contact us at:
Email: footnotefriend@gmail.com
We'll always do our best to help and find a fair solution.