Made for you, put right if we slip.

Delivery

• Delivery is free anywhere in Kenya.
• We print, frame and dispatch within 7 days of payment, then call you to arrange delivery.
• In Nairobi and its surroundings we deliver ourselves. Elsewhere in Kenya we send by courier and confirm the details with you before sending.

If it arrives damaged or wrong

Tell us within 7 days of delivery if:

• the frame, glass or 3D print is damaged, or
• we made a mistake: the wrong name, route, date, time or size from what you ordered.

Send a photo with your order number on WhatsApp or to prints.sato@gmail.com. We will reprint it and deliver the new piece free, or, if you prefer, refund you in full. You don't need to send the damaged piece back unless we ask.

What we can't take back

Because each piece is personalised, we can't accept returns or give refunds for a change of mind, or for details that were entered wrongly at checkout. Please check the preview, your name, time and date before you pay. If you spot a mistake after ordering, message us straight away: if we haven't started printing, we will correct it for free.

Cancelling an order

You can cancel for a full refund until we start printing, usually within a day of your order. After that the piece is being made for you and can't be cancelled.

How refunds are paid

Refunds go back the way you paid: M-Pesa payments to the same M-Pesa number, card payments to the same card. We send them within 7 days of agreeing the refund. Card refunds can take a few more days to show, depending on your bank.

Digital files from the map builder

STL and 3MF files and Pro plans from the map builder are digital products delivered straight away, so they can't be refunded once downloaded, except where a file is faulty and we can't fix it.