Right after payment, a confirmation email is sent with your order number. If you don't see it:

• check your spam or junk folder and the promotions tab;
• a typo in the email address entered at checkout is enough to stop it arriving, and it happens more often than you'd think;
• if you paid with PayPal or Apple Pay, the confirmation goes to the address linked to that account.

Your order is registered either way. Write to us with your name and the order date: we'll resend everything and correct the address if needed.

Your song is created just for you, from scratch. You'll receive it by email within 48 to 72 hours, or within 24 hours if you chose express delivery. The countdown starts from the moment of payment, not from when you begin filling in the questionnaire, and it applies on public holidays too.

Yes. If the date is coming up fast, choose express delivery when you place your order: the song arrives within 24 hours instead of 48 to 72, for €9.90. Already ordered without express and it's urgent? Write to us with your order number and we'll do everything we can.

Don't worry, nine times out of ten the song has actually already arrived. Before writing to us:

• open your spam or junk folder and the promotions tab;
• search for canzone-unica in your inbox's search bar, if the email was archived this is how you'll find it;
• if you paid with PayPal or Apple Pay, check the address linked to that account, it's sometimes a different one.

Still nothing? Write to us with your order number, we'll sort it out straight away. You'll find all the details on the Track your order page.

In the delivery email you'll find a link to listen to it and an MP3 file to download, included in the price. The file is yours: you can save it to your phone or computer, send it on WhatsApp, or play it for anyone you like.

We recommend downloading it as soon as you receive it and keeping a copy. The listening links stay active, but the file on your own device never expires.

It happens more often than you'd think, and it's a one-minute fix. Write to us from whichever address you prefer, letting us know the order number and the name of the recipient of the song: we'll resend it at no extra cost.

It can be fixed. If the song hasn't been composed yet, write to us as soon as possible with your order number and the correction: we'll include it before the song is written. If you've already received it, ask for a new version using the included revisions.

Of course. Revisions are included in the package you chose. Write to us with your order number and tell us exactly what to change: a name pronounced wrong, a missing memory, a rhythm that's too fast.

The more precise you are, the more likely the second version will be the right one.

Yes. If you'd prefer a male voice, a female voice or a different style, ask us for a new version specifying the voice you have in mind. It's covered by the included revisions.

Our songs generally run about three minutes, the right length for a keepsake song: long enough to tell a story, not so long that it drags. If you'd like to add a verse or extend a section, ask for a new version explaining what you'd like.

Yes. You have 30 days from delivery to tell us you're not happy, without having to justify your musical taste.

First we try to fix it using the included revisions, because it's almost always a small detail. If it still isn't right after the revisions, we refund the full amount, including express delivery. Full details on the Refunds and withdrawal page.

You can cancel within one hour of ordering, as long as work hasn't started yet, by writing to contact@canzone-unica.com. After that, our 30-day guarantee applies.

A personalised song costs €39.90. If you added 24-hour express delivery, that adds €9.90, for a total of €49.80. The full breakdown is in your confirmation email, which sometimes ends up in spam. Does an amount not add up? Write to us with your order number and we'll check it straight away.

In most cases it isn't actually a double payment: a declined attempt followed by an accepted one can show up as two lines, but only one is genuinely charged.

Check your bank statement: if you see two identical charges, write to us with both references and we'll refund the duplicate without delay.

Credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay and Shop Pay. All payments are encrypted and handled by certified providers: your full card details never pass through our own systems.

That's exactly why we exist. You receive the song by email and can give it however you like: sending the link, sending the file, or playing it for the person at just the right moment. Our advice: listen to it yourself first, so you know what to expect and can fully enjoy their reaction.

Of course. The included licence covers personal use: listening to it, sharing it with family and friends, playing it at a birthday, an anniversary or a wedding, and posting it on your own personal social media profiles.

Commercial use isn't included, such as reselling it or publishing it on streaming platforms under your own name. Need that kind of use? Write to us and we'll talk it through. Details in the terms of service.

Your story is written into an original lyric, based on your answers to the questionnaire: the names, the memories, the words you chose. The track is then produced in studio and listened to and checked by us before it's sent.

The result is a song that's 100% unique, one that exists nowhere else and that no one else will ever receive.