Refunds & delivery

Delivery

Everything we sell is digital, and nothing is shipped. Your files are available immediately after payment on the confirmation screen, and we email you the same private link.

• Island pack: your island picture in print sizes with no mark (Large print, 3600 × 2700 px, 12 × 9 in; a portrait Poster, 5400 × 7200 px, 18 × 24 in; and a Wide poster, 6000 × 4500 px, 20 × 15 in; at 300 dpi), a 12-second island video (1080 × 1920 px, MP4), then your code as a 4096 px PNG, an SVG and a PDF print sheet. Your browser draws the Poster’s picture and makes the video just after payment (the Poster first, then the other styles of a sign pack, then the video), or later from your purchase link on the same device. You choose US Letter or A4 when you download the PDF.
• Editable code: the short link works straight away. Your email has the manage link for changing where it points, seeing scans, turning auto-renew off or on, updating your card and downloading the same Island pack files.
• Island sign pack: in each of four styles (Postcard, Bold band, Cut-out and Classic), a PDF on US Letter or A4 (a poster, two flyers, a folding table tent, four table cards, eight pocket cards, six round stickers and, if you chose them for a Wi‑Fi code, four Wi‑Fi cards) and PNG pictures for screens (a story, a square post and a slide; for a Wi‑Fi code, only the slide), downloaded with your Island pack or Editable code. The style you pick is ready when you pay; your browser makes the others right after payment, after your Poster’s picture, or later from your purchase link on the same device. A style that can’t print your words or your code at a readable size is left out, as the studio tells you before you pay. Pocket cards and stickers are left out when your code can’t be printed at its minimum size on them.

Island pack download links stay active for the period shown on screen and in your email (normally 90 days). An Editable code’s files stay available while the code is active and during its 14-day grace period. After that the files are deleted, so please save them.

If you paid but did not see your files, check your email (and spam folder) for the receipt, or contact us with your order reference and we will re-send it. If Paddle’s confirmation is delayed, we email your link as soon as the payment is confirmed.

Our print promise

We check that every code scans before you pay, and decode every paid code file before delivery. If your printed code still won’t scan, and you printed it:

• at or above a size we recommend for that code (the smallest safe size in the studio’s size hint, or any size marked on your print sheet or PDF);
• at 100% scale (“Actual size”), with its white border, on plain or matte paper;

then tell us within 14 days of buying, with a photo of the print, and we will fix the file or refund you in full (including a sign pack bought with it). We print your colours exactly as you pick them: when they are light, or the code is lighter than its background, the studio and checkout warn you before you pay, so you can test with your phone or take the suggested colour. If a code was printed smaller, cropped, stretched, or on a glossy or curved surface, we will still help you get a good print, but that isn’t a fault in the code. The island picture is artwork: its 3D code may scan from a large print, but the promise covers the code files and sign pack, which are made for scanning.

Refunds

• If your purchase doesn’t work (it won’t scan as described above, or the files are missing, damaged or not as described), contact us within 14 days and we will fix it or refund you in full.
• If you were charged twice for the same order, we refund the duplicate.
• Changed your mind? If you haven’t downloaded anything yet, ask within 14 days and we will refund you. Because files are delivered instantly at your request, we don’t otherwise refund an Island pack once anything from it (an island picture, the island video or a code file) has been downloaded.
• Changed your mind about the look? Every Island pack includes one free restyle within 7 days of buying: open your purchase link, choose Restyle my island, and your files are replaced by the new look. What your code holds stays the same. The restyle is offered alongside these refunds, not instead of them; after the 7 days, or once it is used, a new look is a new Island pack.
• Editable codes, first year: if your code hasn’t been scanned yet, ask within 14 days of paying and we will refund the year in full; the subscription is cancelled and the code stops forwarding.
• Editable codes, renewals: ask within 14 days of a renewal charge and we will refund that renewal in full; the subscription is cancelled and the code stops forwarding. We don’t otherwise refund part-used years, except as described in the terms (for example, if we stop offering Editable codes).
• Island sign packs are refunded with the code they came with, on the same terms. If only the sign pack is faulty (for example the code on it won’t scan when printed at the sizes provided), we fix it or refund the add-on.

If you live in the EU or UK and cancel an Editable code within 14 days after it has been scanned, we refund the price less the days it was active.

These promises are in addition to your rights under consumer law (in Barbados, including the Consumer Guarantees Act). Nothing on this page takes those rights away.

How refunds are paid

Paddle.com is the merchant of record for our orders, so approved refunds are issued by Paddle to your original payment method, in the currency you paid, including the tax you paid. We can’t refund to a different card or in cash. Your bank may take several business days to show the credit. A refunded Island pack’s download link stops working and its files (island pictures and video included) are deleted within a week; a refunded Editable code stops forwarding. You can also contact Paddle about a payment through the link in your receipt.

Cancelling

Island packs and sign packs are paid once, so there is nothing to cancel. An Editable code renews every year until you cancel. Cancel any time from your manage link (in your receipt email) with Cancel auto-renew: nothing more is charged, and the code keeps working until the end of the year you have paid for. Cancelling doesn’t refund the current year by itself; see Refunds above. If you close Paddle’s checkout without paying, you are not charged and the order expires after 24 hours.

How to ask

Email us with your order reference (it is in your receipt), what went wrong and, for a scanning problem, a photo of the print. We aim to reply within 2 business days. Please contact us before disputing a charge with your bank: we can usually sort it out faster.

Contact