Information

Returns and refunds

Last updated: 27 September 2026

This policy applies to books purchased on nimorakid.com from Nimora, Holenackerstrasse 65, 3027 Berne, Switzerland.

1. Books made for one child only

Each Nimora book is created especially from the child’s first name and photo. For this reason, a personalized book generally cannot be returned or refunded once the order has been confirmed, except in the event of a defect, an error on our part or a proven production problem.

2. Can I cancel my order?

As long as your order has not been sent to production, we can try to cancel or change it. Contact us as soon as possible. Once the book has been sent for printing, it can no longer be cancelled or changed, as it is made especially for you.

3. Right of withdrawal

Under applicable consumer law (in the United Kingdom, regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), the right to cancel does not apply to goods made to the customer’s specifications or clearly personalized (see our terms and conditions of sale). A personalized book therefore cannot be returned simply because you have changed your mind.

4. Satisfaction guaranteed: damaged, defective or incorrect book

Please check your book as soon as you receive it. If it arrives damaged, poorly printed, incorrect, not in line with your order or damaged in transit, contact us ideally within 7 days of receipt, providing:

your order number;
the email address used for the purchase;
a description of the problem;
clear photos of the book and, where applicable, of the parcel.

After reviewing your request, we will offer you the most suitable solution: a reprint, a replacement shipment, a partial refund or a full refund.

5. Information you provide

You are responsible for the information provided when placing your order. We cannot take back a book because of an error in this information, for example a misspelled first name, a photo of insufficient quality or an incorrect shipping address. If you notice an error after ordering, write to us immediately: if the order is not yet in production, we will do our best to correct it.

6. About the preview

The preview lets you see the style of the book and how your child’s character is included. There may be slight differences between the on-screen preview and the printed book, in particular due to the paper, the printing and the shades displayed on screen.

7. Lost or delayed parcel

If your parcel seems to be lost or stuck, contact us. We will check its status with the carrier and offer you a suitable solution. The delivery times shown are estimates; we cannot be held responsible for a delay caused by an incorrect address or by an event beyond our control.

8. Refunds

When a refund is granted, it is made to the payment method used for the order, generally within 5 to 10 business days after confirmation. Processing times may vary depending on your bank. If more than 15 business days have passed, write to us.

9. Physical returns

In most cases, clear photos are enough for us to assess a damaged or defective book. If a physical return is necessary, we will send you the instructions by email. Returns sent without prior approval may be refused.