Our Commitments

Shipping & orders

Everything you need to know about our crafting timelines, global shipping, and commitment to your satisfaction.

Shipping Logistics

All shipping timeframes apply after processing.

Processing Times

Standard Orders

Orders that do not require a video upload will be processed within 24 hours (excluding bank holidays and weekends).

Bespoke / Upload Orders

Orders that require a file upload need 2–5 working days to process, depending on the number of files and our video editor's workload.

United Kingdom

  • ✦ UK orders are sent via Royal Mail 48-Hour Tracked.
  • ✦ Audio cards are sent via Royal Mail 1st or 2nd Class.
Audio card-only orders are not shipped outside the UK.

Europe

  • ✦ Shipping to EU countries is £6.99.
  • ✦ Delivery takes 3–11 working days.
In rare instances, customs may hold items for longer and charge duties. Longer delivery times are only expected during customs holds.

USA, Canada, Australia & NZ

  • ✦ Delivery takes 3–7 working days.

Middle East

  • ✦ Delivery takes 3–7 working days.

Nigeria

  • ✦ We ship to Nigeria once a month, door-to-door to Abuja and Lagos.
  • ✦ Shipping cost: £30.
  • ✦ Items are dispatched every last Friday of the month and received within 7 days of dispatch.

Rest of the World

We ship worldwide via FedEx or DHL. Please contact us for custom shipping costs and estimated delivery times.

Contact Us

Returns & Exchanges

We stand behind the artisanship of The Visual Book. We gladly offer a 30-day return policy for eligible items.

  • Items must be returned unused, in their original condition, and in the original signature packaging.
  • Due to the bespoke nature of pre-loaded or fully personalized corporate orders, these items are non-refundable unless faulty.

To initiate a return, please contact our concierge team with your order number. A return shipping fee may apply depending on your location.

1-Year Warranty

Your memories are designed to last. Every Visual Book comes with a comprehensive 1-year limited warranty covering manufacturing defects and internal hardware faults.

If you experience any technical difficulties (such as screen malfunctions or charging issues) within the first year of purchase, please reach out to us. We will swiftly repair or replace the unit to ensure your cherished moments remain preserved.

Still have questions?

Whether it's about a specific policy, tracking your shipment, or initiating a return, our concierge team is here to assist you.