Refund policy

We want you to be happy with your PeekDoodle frame. Here is what we cover, what we do not, and what to do if something is wrong.

The 30-day guarantee

Your frame is covered for 30 days from the day it is delivered, against arriving broken, being damaged on the way, having a manufacturing fault, or not being the item you ordered.

If any of that happens we send you a replacement, free. Most of the time we will not ask you to send the original back, and where we do, we cover the postage. If we cannot replace it, because it is out of stock or the colour has been discontinued, we refund what you paid for it in full.

To make a claim, email support@peekdoodle.com within the 30 days with your order number and a photo or a short video showing the problem. If you ordered a pair or a trio and only one frame has a problem, we replace that one.

Returns and cancellations

We do not accept change-of-mind returns. If your frame arrives in good order and works as described, we are not able to take it back or refund it.

You can cancel free of charge at any point before fulfilment begins. Email support@peekdoodle.com as soon as you can and we will stop the order if it has not started moving yet.

Choosing the colour and checking the size

PeekDoodle comes in three colours, Natural Wood, Black and White, and you pick one for each frame on the product page. Everything else about them is identical. The frame is built around A4, about 34 by 25 cm on the outside with an opening of about 21 by 29.9 cm behind the mat. US letter is about 6 mm wider than A4, so a letter sheet sits with a gentle bow unless you trim a quarter inch off one long edge; with the mat fitted nothing of the drawing is lost either way. If you are not sure which colour suits the wall or whether your child's paper fits, email support@peekdoodle.com before you buy and we will work it out with you. We would much rather spend a minute on that than have you receive the wrong one.

Choosing a colour you decide against, or finding that letter paper wants trimming, is not a product defect and is not covered by the guarantee above. Email us anyway and we will help rather than leave you with it.

What counts as a defect

Product characteristics shown or described on the product page are not defects. That includes the grain and colour variation in real wood moulding, the fixed hinge side, the clear acrylic front rather than glass, the roughly 15 mm depth behind the mount, and the fact that the frame holds about fifty sheets of ordinary paper rather than a thousand.

A genuine fault is. A cracked or split moulding, a broken or missing hinge, a magnet that will not hold the front closed, a scratched or cracked acrylic front, a mat cut wrong, missing hanging hardware, or a frame that arrives in a colour you did not order: all of that is covered, and we would rather you told us.

If your parcel does not arrive

Some carriers take several business days to show tracking movement, so give it a little past the window in our shipping policy. If the parcel has not been marked as delivered and tracking has stopped, email support@peekdoodle.com with your order number and we will open a claim with the carrier. Where the carrier confirms the parcel is lost in transit, we send a replacement, or refund you in full if we cannot.

PeekDoodle is not responsible for parcels that are lost, stolen or damaged after the carrier has marked them as delivered. If tracking shows your parcel as delivered but you have not received it, please contact the carrier directly and file a claim. When reviewing shipping-related claims we rely on the carrier's tracking and delivery confirmation.

If the address was wrong or nobody collected it

You are responsible for making sure your shipping address is accurate before completing your order. Once an order has entered fulfilment we cannot modify the address or reroute the parcel. If a parcel cannot be delivered because the address was incomplete or incorrect, or it sat uncollected and the carrier sent it back, email support@peekdoodle.com. We can post it out again once you cover the return and reshipping costs, or refund the price of the frame less those costs and any customs fees, duties or taxes incurred, whichever you prefer.

Refunds

Where a refund is due it goes back to the card or account you paid with within 10 business days. Your bank or payment provider may take a little longer to show it.

Anything bought on sale or with a discount code is treated exactly like a full-price order.

If a refund has not reached you, check your statement, then your bank or payment provider. If it still is not there, email support@peekdoodle.com.