Return and Refund Policy

Last updated: 21 September 2026

We want you to feel confident when ordering from ByLen Creative Studio. If something is not right with your order, please contact us and we will do our best to resolve it fairly and promptly.

This policy applies to purchases made directly through bylen.co.uk. If you purchased a ByLen product through another retailer or marketplace, that retailer's return process will apply, together with any rights you have under applicable law.

Change-of-mind returns

We accept eligible change-of-mind returns from customers worldwide.

You must contact us within 14 days of receiving your order to tell us that you wish to return it. After notifying us, you must send the item back within the following 14 days.

To be eligible for a return, the journal must be:

• unused and unwritten in;

• in its original condition, without marks, stains, creases or other damage;

• returned with its original packaging where reasonably possible; and

• accompanied by your order number or other proof of purchase.

You may inspect the journal as you would in a shop. If it has been handled beyond what is reasonably necessary to inspect it and its value has been reduced, we may make a reasonable deduction from the refund where permitted by law.

How to request a return

Email hello@bylen.co.uk before sending anything back. Please include your name, order number, the item you wish to return, and a clear statement that you wish to cancel or return the order.

You do not need to give a reason for an eligible change-of-mind return. You may use the model cancellation form at the end of this policy, but you do not have to.

We will provide the correct return address and instructions. Please do not return an item to the printer, fulfilment partner or address shown on the parcel unless we specifically tell you to do so, as the correct return address may vary by location. Sending a return without contacting us first may delay your refund.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item unless applicable law requires otherwise. We recommend using a tracked service and keeping your postage receipt until your refund has been completed.

If an item is faulty, damaged, misprinted or incorrect, ByLen will cover reasonable return costs where a return is required.

Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved. Approved refunds will be made to the original payment method.

For eligible change-of-mind cancellations, we will refund the price of the returned item. We will also refund the original standard delivery charge where required by applicable law. If you selected a more expensive delivery option, any refund of delivery costs will be limited to the cost of our standard delivery service. If only part of an order is returned, the original delivery charge may not be refundable unless required by law.

We will issue the refund within 14 days of receiving the returned item, or earlier where applicable law requires. Your bank or payment provider may need additional time to show the refund in your account, which is usually 5–10 business days.

Original import duties, taxes or customs charges paid directly to a government or delivery carrier are not collected by ByLen and cannot normally be refunded by us. You may be able to request a refund from the relevant authority.

Damaged, faulty, misprinted or incorrect items

Please inspect your order when it arrives. If your journal is damaged, faulty, misprinted, materially different from its description, or you receive the wrong item, contact us as soon as reasonably possible at hello@bylen.co.uk.

Please include your order number and, where possible, clear photographs of the item and its packaging. Photographs help us investigate and resolve the problem quickly, but this request does not limit any legal rights you may have.

Depending on the circumstances and applicable law, we will offer an appropriate remedy, which may include a replacement, repair, price reduction or refund. You will not be required to resolve a production or delivery fault directly with our printer or fulfilment partner.

Personalised and custom-made products

Products made to your specifications or clearly personalised for you cannot usually be returned simply because you have changed your mind, unless applicable law gives you that right.

This exception does not apply merely because a standard ByLen journal is printed after you place your order. It applies only where the product has been genuinely personalised or made to specifications you selected, such as a journal printed with a personal name, message or bespoke design.

Personalised or custom-made products may still be returned or otherwise remedied if they are faulty, damaged, misprinted, incorrect or not as described.

Non-returnable items

The following cannot be returned for change of mind, except where required by law:

• journals that have been written in, marked, damaged after delivery or otherwise used beyond reasonable inspection;

• genuinely personalised or custom-made products;

• digital downloads once access or downloading has begun with any consent required by law; and

• gift cards.

Sale items have the same return rights as full-price items unless a specific lawful exception applies.

Exchanges

We do not currently offer direct exchanges for change-of-mind returns. The quickest option is to return the eligible item and place a new order. If an item is faulty, damaged, misprinted or incorrect, we may offer a replacement as part of the available remedy.

Order changes and cancellations

Because many journals are sent to production soon after an order is placed, please contact us immediately if you need to change or cancel an order. We will try to help, but we cannot guarantee that changes can be made once production has started.

This does not affect any cancellation or return rights that apply under this policy or applicable law.

Returned-to-sender and unclaimed parcels

If an order is returned because the delivery address supplied at checkout was incomplete or incorrect, or because the parcel was not collected, we will contact you to discuss redelivery or a refund. Any additional delivery cost or lawful deduction will be explained before it is applied.

Your legal rights

Nothing in this policy excludes, restricts or replaces any mandatory consumer rights or remedies available under the laws that apply to your purchase. If the consumer law in your country gives you more favourable rights than this policy, those rights will apply.

Contact us

ByLen Creative Studio
Operated by Lenuta Vraci, sole trader
Email: hello@bylen.co.uk
Website: bylen.co.uk
Business correspondence address: 12 Ranworth Road, N9 0LN

Model cancellation form

Complete and return this form only if you wish to cancel an eligible contract. You may send the same information by email instead.

To: ByLen Creative Studio, operated by Lenuta Vraci
Email: hello@bylen.co.uk
Address: [INSERT PUBLIC BUSINESS ADDRESS]

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:

Goods ordered:

Ordered on / received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s) (only if this form is submitted on paper):

Date: