Complaints Policy

1. How to complain

Email help@storywizard.uk with your order reference if you have one, and tell us what went wrong. That is the whole process. You do not need a form, a template or a particular phrase.

2. What happens then

• Within 2 working days — we acknowledge it, so you know a person has seen it.
• Within 10 working days — we give you an answer: what happened, and what we are doing about it.
• If something needs longer than that — a printer or a courier has to come back to us — we will tell you before the ten days are up rather than going quiet.

3. Common problems and what we do

The book has not arrived

Tell us and we will chase it. If it is lost we reprint and resend at no cost to you.

The book arrived damaged or misprinted

Send us a photograph and we will reprint it. You do not have to return the damaged copy.

The illustrations do not look like the child

Tell us. This matters more than a printing fault and we treat it that way.

Something in the story is not right for a child

Every book is checked before writing, during writing and before printing, and no book is printed without a person approving it. If something got past those checks we want to know immediately, because it means a check needs fixing and not just this one book.

4. Refunds

Books are personalised and made to order, so the usual 14-day change-of-mind right does not apply to a finished book. That does not affect your legal rights if a book arrives faulty, damaged or not as described — in that case you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Full detail is in our Terms & Conditions.

5. If you are still not satisfied

Say so in reply and ask for it to be looked at again. The director will review it personally and give you a final written answer.

You can also take a consumer dispute to Citizens Advice on 0808 223 1133, who can refer it to Trading Standards.

If your complaint is about how we have handled personal data, you can complain to the Information Commissioner’s Office at ico.org.uk. We would rather you came to us first, but you do not have to.

6. Complaints from schools

Schools should email the same address and mark it for the attention of the director. We will respond to the named contact and, where a complaint concerns safeguarding, follow the process set out in our safeguarding statement rather than this one.

7. What we do with complaints

Every complaint is recorded and reviewed. A one-off gets fixed for that customer. A pattern gets the underlying cause fixed, which is the only reason a policy like this is worth having.

8. Review

Reviewed annually. Approved by the director.

Martin Hawthorne
Director, Wizardtec Ltd
August 2026

9. Contact

Email: help@storywizard.uk
Company: Wizardtec Ltd, Company No. 17294179