Our Products

• • E-book (Digital Download): An instant digital copy of your personalized storybook.
• • Book Editor Access: The ability to edit your story text and regenerate illustrations.
• • Printed Book (Paperback or Hardcover): A printed copy of your book, made by our print partner and shipped to the address you give at checkout. Printed books are private and are not listed anywhere.
• • Amazon Listing Add-on: An optional extra that lists a paperback edition of your book on Amazon so friends and family can buy copies.

What This Means

• • Due to the customized nature of our books and the full preview provided prior to purchase, all orders are non-refundable once submitted.
• • Printed Book Exception (Pre-Print Only): If your printed book order has not yet been submitted to our print partner, we will refund the print and shipping charges.
• • Damaged on Arrival: If your printed book arrives damaged or with a printing defect, please contact us with photos within 14 days of delivery. We will send one free reprint.
• • Lost in the Post (Standard shipping): Standard shipping has no tracking number. If your book has not arrived one month after the latest estimated delivery date, we treat it as lost, reprint it for a $20 reprint fee and cover the shipping again ourselves.
• • Lost in the Post (Tracked shipping): The tracking record shows what happened. If the carrier lost the parcel, we reprint and reship at no cost.
• • Wrong or Incomplete Address: If the address given at checkout was wrong or incomplete, the reprint and the second shipment are charged to you at our cost.
• • Amazon Listing Add-on: If Amazon rejects the book, or the listing is not live within 4 weeks of your order, we refund the add-on.

Refund Processing

Approved refunds are processed within 5–10 business days to your original payment method.

Disputes

If you have a concern about a charge, please contact us directly before initiating a dispute with your bank or payment provider. We are committed to resolving issues promptly.

How to Reach Us

Email hello@onceuponmystory.com with your order number, a brief description of the issue, and (if applicable) screenshots. We'll review promptly and make it right in line with the policy above.

Our goal is to make sure you love your storybook and have a smooth, delightful experience with us.