Order & refund policy
Last updated: October 2026
1. How ordering works
You order your film through our website. After your order you receive a confirmation by email with instructions for sending us your photos and wishes. Once we have received all material and your submission is complete, production of your film starts.
2. Supplying material
After your order you send us your photos and any wishes via the link in your confirmation email. The faster and more complete your submission, the sooner we can start. Tips for the best result:
- Send photos in the highest available quality (no screenshots of screenshots).
- Make sure the main characters are clearly recognisable.
- Mention any special wishes (name, order, music preference) when submitting.
You are responsible for having the rights to use the material you supply. See our terms and conditions for the full arrangements.
3. Delivery times
The delivery period starts once your submission is complete, not at the moment of ordering. Our indicative times:
- Memories: within 24 to 48 hours
- The Little Film: within 48 to 72 hours
These are indicative times, not strict deadlines. In busy periods it may take slightly longer; we will keep you informed. Need the film urgently for a specific date? Contact us before ordering and we will see what is possible.
4. Digital delivery
Your film is a digital product. You receive it by email via a download link in high quality, suitable for playback on phone, tablet, computer and TV. Nothing is shipped physically, so there are no shipping costs.
Please check that the download works after receipt. If downloading fails, let us know and we will send a new link.
5. Cancelling before production starts
As long as we have not yet started producing your film, you can cancel your order free of charge. Send us a message via the contact page or by email, stating your order number. You will receive a full refund via the same payment method, usually within 14 days.
6. No withdrawal after production has started
Your film is made especially for you, based on your own photos and wishes. The statutory 14-day right of withdrawal therefore does not apply to our films. This is the legal exception for products made to the consumer's specifications and for digital content supplied with your express prior consent (Article 6:230p of the Dutch Civil Code). You expressly agree to this when placing your order.
In practice this means: once production has started, the order can no longer be cancelled and returns are not possible. A digitally delivered film cannot be sent back.
7. Not happy? One revision round
We want your film to be right. That is why you are entitled to one revision round after delivery: within 14 days you can request changes to up to 3 scenes (for example a different photo, a text correction or a different order). We process those changes free of charge. The full arrangements are in our terms and conditions.
8. Complaints
Is something wrong with your order or film? Contact us via the contact page or by email. We usually respond within 1 to 2 working days and will work with you to find a suitable solution. If we cannot work it out, as a consumer you can also turn to the European ODR platform for online disputes: ec.europa.eu/consumers/odr.
9. Contact
Our Little Film is a trade name of Goods Hunter, based in Bussum, the Netherlands, registered with the Dutch Chamber of Commerce under number [KvK-nummer]. The fastest way to reach us is via the contact page on this website.