Our Refund Policy
Every experience we make is built for one specific child, by hand, after you buy it. So our refund policy has one organizing idea, and everything else follows from it: the letter is the point of no return.
Within 24 hours of receiving your details, a personalized letter addressed to your child (or children) is on its way.
Before the letter is sent — full refund, no questions asked
Change your mind at any point before your child’s personalized letter goes out? You get everything back. Nothing has reached the child, nobody has been promised anything, and there is no awkward conversation to have. Just tell us.
After the letter is sent — not refundable
Once the letter has gone out, the work has started. We have begun building the night around your child and we have paid the people doing it, so from that point the experience is not refundable. If something goes wrong on our side, that is a different matter — the next section covers exactly what we do refund.
Delivered on time and correct — not refundable
An experience that arrives inside the promised window with the personalization correct is not refundable. It was written for one child, with their name and their world inside it, and it cannot be unmade or passed on to anyone else.
If we miss the deadline — full refund, and you keep the experience
If we do not deliver within 7 days of receiving your details (3 days with rush delivery), you get a full refund and we still send you the finished experience. The night still happens. We simply do not charge you for it. That is an apology, not a transaction.
The clock pauses while we are waiting on you
Your 7 days begin when your details arrive, since that is when we start building the night. If we ask you a question along the way, the countdown pauses until you reply, then picks up again. We only ask when we genuinely need something in order to build the night well — a spelling, an age, whether a particular thing should be in or out. It is never busywork.
Things we refund, because they are our fault
- We got the personalization wrong and did not fix it in the included correction round — a misspelled name, the wrong age, the wrong pronouns, the wrong occasion.
- We ignored something you told us that mattered — a food allergy, a sensory need, an activity you asked us to avoid, or something you asked us to leave out. We treat this as serious, because it is.
- We sent the wrong theme, or the wrong age edition.
- The files do not work — they will not open, will not print, or arrive incomplete.
- It never arrived at all.
- You were charged twice, or bought by accident.
Partial refunds: the rush fee
If you paid $75 for rush delivery and we did not meet the 3-day window, but your experience was otherwise correct and arrived within the standard 7-day window, we refund the rush fee only — not the $147 experience. You paid us to be quicker and we were not, so that part comes back to you.
What we do not refund
- The night did not go quite as hoped, but the experience arrived on time and correct. We can build the night; we cannot control how it lands.
- The experience was not printed or used.
- Guests did not turn up.
- You would like a different creative direction after approving the work. That is a revision rather than a refund. One correction round is included: if we have misspelled a name or got a fact wrong, we fix it. Reimagining the creative direction from scratch is not included — that is a separate revision at $35.
Plans changed? Nothing is lost
How to ask for a refund
Email us at partymakers@partyandpillow.com and tell us the name and email address the order was placed under, and what went wrong. Plain words are fine — you do not need to make a case. We will reply within 48 hours.
Still deciding? Have a look at the experiences or read our sleepover planning guide.