DreamSilkyStudio sells two kinds of products, and refunds work differently for each: digital downloads, delivered instantly, and made-to-order print goods, produced specifically for you after you order. This page explains exactly what's covered. It sits alongside our Terms of Service, which governs the full agreement.

Digital products are delivered in full the moment payment clears — a link is emailed to you and the files also appear permanently under Your downloads in your account. Because the goods are delivered complete at the point of sale, we do not offer change-of-mind refunds on digital products.

We do refund or replace a digital purchase, at no cost, when:

• The file is corrupted, incomplete, or won't open in the software the product page says it needs.
• The file you received doesn't match what the product page described.
• You were charged but never received a working download link (check your spam folder and Your downloads first — most "missing" deliveries turn out to be there).

Each print item is produced individually once you order it, through our print-on-demand partner. Because it's made specifically for you, we don't accept returns for change of mind — the piece can't be resold once produced.

We do reprint or fully refund a made-to-order item, at no cost to you and with no return shipment required, when it arrives:

• Damaged in transit.
• Defective — a print or manufacturing fault, not a normal characteristic of the product.
• Wrong — the wrong item, size, or variant from what you ordered.

A few things are a normal part of how these products work, not a fault:

• Minor colour variation between your screen and the printed piece — a normal characteristic of printing, not a defect.
• An order placed with the wrong size, address, or personalisation selected at checkout — please double-check before paying, since production starts quickly.
• Not checking a digital product's listed file format or software requirements before buying — every product page lists exactly what you'll receive.
• Delivery running past the estimate shown at checkout due to customs processing or carrier delays — these are outside our control, though we're happy to help you track a shipment.

Email hello@dreamsilkystudio.com with your order number (it looks like DSS-1042) and, for a damaged or defective made-to-order item, a photo of what arrived. We reply within one business day, usually sooner, and most requests are resolved in that first reply.

You don't need to return a physical item to us before we issue a reprint or refund — send the photo and we'll take it from there.

Approved refunds are returned to the original payment method through Stripe. Depending on your card issuer or bank, it typically takes five to ten business days to appear on your statement after we issue it — we don't hold funds beyond that point on our end.

If you're a consumer in the EU or UK, the law ordinarily gives you 14 days to withdraw from an online purchase without a reason. Digital content delivered instantly with your prior request (which is what happens when you check out here — every product and checkout page tells you delivery is immediate) falls under the recognised exception to that right once the file is delivered. Made-to-order goods produced to your specification are separately exempt, since they can't be resold.

None of this affects the damage/defect/wrong-item protections above, which apply everywhere we sell, regardless of consumer-rights law in your country.

Anything not covered here — write to hello@dreamsilkystudio.com and we'll sort it out directly.