Before you place an order

We currently sell A4 and A3 frames with our personalised prints, we hope to add larger framing options in the near future. Please see our framing page for more information on the quality of our framing.

We currently sell our products to UK mainland customers only. For more information, take a look at our Delivery page before placing your order.  

Pixelated or blurry photos are not great when trying to create one of our illustration using a photo. Making sure that your photos are in high resolution is one of the first steps to ensure your illustrated print would turn out great.

To check a photo’s resolution on a Windows PC, select the file you want to use. Right-click on the image and then select “Properties.” A window will appear with the image’s details. Go to the “Details” tab to see the image’s dimensions and resolution. Checking a photo’s resolution on a Mac is similar to a PC. Select the image you want to use and “Right-click” on it. Click on “Get Info” Hi-res images are at least 300 pixels per inch (ppi) and approximately 2,000 pixels in length. If you have any queries about your image, please just get in touch.

We always aim to do our best to get orders out in a timely manner, please get in touch before placing an urgent order, we will do our best to place you higher on the order queue. Please see delivery for timescale estimates.

Monday – Thursday | 9am-5pm

Friday  | 9am-2pm

Please allow extra time for replies outside of these timeframes.

We aim to keep our products in stock, however at times certain products require additional products to create the finished item. These products rely on those products to be in stock. If the item is still seen as part of our catalogue of products, it should be back in stock very soon!

We aim to get back to our customers within a reasonable timeframe, please see our opening hours to check were in the office. If we still haven’t got back to you and it’s been a while it may be that your email hasn’t quite made it to our mailbox, please message us on whatsapp or facebook messenger.

If we are taking a short break the response time will be longer. (This will be a clear notification on the delivery page at the top)

Help with your order

If you’ve made a mistake, don’t panic! Our support centre is here to help.

Maybe you’ve accidentally added something you don’t want, or left out a crucial addition to one of your designs. Please get in touch with the team as soon as you notice the error, as we may be able to amend it before it’s designed and printed.

Whatever the problem, we can organise a re-print at a discounted price. As long as your order was placed within the last 30 days, we can provide reprints, duplicates and corrections as a lower cost. Reach out to customer service to find out more. 

We want you to enjoy your purchase from Created by Magic, but we know every now and then you might need to return a product. 

Unfortunately, we cannot accept personalised items back unless there is a fault with the product. If you are unhappy with your order in any way, please contact us and we will be happy to discuss a refund or exchange. 

Non-personalised items can be returned in their original condition and packaging within 14-days of delivery. We recommend sending via registered post. We will then either replace or refund the goods, depending on your wishes. All return postage is the responsibility of the purchaser. 

If the goods you are returning are defective or damaged, we will examine them on return and notify you of your refund via e-mail as soon as possible. Refunds are processed within 30 days of an e-mail confirmation of receipt and confirmation the item(s) are defective. Money is transferred back to the same payment method used at the time of purchase. 

In the event we cannot refund via your original payment method, we will instead issue a cheque to the address used on the order. If you are unsure of any part of our returns policy, please don’t hesitate to contact us at customer support.

If your order has not yet been processed or dispatched, you will still be able to cancel your order. If the order has already been dispatched or you have already received it, please see Can I return my personalised print for more information on our returns policy.

Orders typically arrive within two weeks, though timing can vary. If three weeks have passed since your order was placed, please first check your prints have not been received by another member of your household then please get in touch.

Refunds take an average of seven days after we receive returned products at Created by Magic. If no goods were supplied but a refund is requested, it takes 24 hours for us to process a refund after being informed of order cancellations. 

Please head to our Delivery page for more information on printing times, processing and delivery turnaround. 

Our confirmation emails sometimes get blocked by providers. Just like our dispatch and processing emails, they might end up in your spam or junk folder. If you can’t find the email after checking this folder, please get in touch with our team. 

We don’t currently offer tracking on A4 unframed personalised prints.

We can provide tracking on wedding invitations, large format printing (a3+) and framed prints. If you would like tracking for these items please get in touch with our team.