Replacement & Refund Policy

Kind, clear, and fair. Personalized gifts are made just for you, so some rules differ from standard retail—here’s exactly how we help.

Am I Eligible?

  • Personalized items: eligible for free replacement or full refund if defective, damaged, wrong item, or parcel lost. Change‑of‑mind is not accepted.
  • Non‑custom items: return within 30 days if unused and in original packaging (customer pays return shipping).
  • Report issues within 7 days of delivery, or within 30 days from dispatch if the parcel never arrives.

What We Need From You

  • Order number and email used at checkout
  • Clear photos/video of the defect/damage/wrong item
  • For lost parcels: confirm shipping address & phone; we’ll investigate with the carrier

Start at Contact Us — we reply within 24h on business days.

Damaged, Defective, or Wrong Item

  • Notify us within 7 days of delivery with photos.
  • Once confirmed, we’ll offer a free replacement or a full refund.
  • If the packaging is damaged but the product is fine, we can offer a small goodwill credit if kept.

Lost or Stuck in Transit

  • New tracking numbers may show no scans for 24–72h after handoff—this is normal.
  • No update for 7+ days? Contact us. If the carrier confirms lost, we’ll reship or refund promptly.

Address Issues

  • We can correct addresses before shipment. After dispatch, changes are limited.
  • Parcels returned for an incorrect/undeliverable address can be reshipped (reship fee applies) or refunded minus shipping for non‑custom goods.

Order Cancellation

  • Personalized items: cancel within 12 hours of purchase.
  • Non‑custom items: cancel within 24 hours.
  • After production or shipment begins, cancellation isn’t possible.

Return Window

Item Type Return Window Cost
Personalized items Only if defective/damaged/wrong item Free replacement or full refund
Non‑custom items 30 days, unused & original packaging Customer pays return shipping

Non‑returnable Items

  • Final‑sale, clearance, gift cards
  • Personalized goods without quality issues
  • Health/sanitary items once opened

Refund Method

  • Refunds are issued to the original payment method.
  • If a gift card was used, that portion is refunded to a new gift card.

Refund Timing

  • After we approve/receive the return, refunds are processed within 2–5 business days.
  • Your bank may take an additional 3–10 business days to post the credit.

How to Start a Claim

  1. Prepare your order number, email, and photos (defect/damage/wrong item) or tracking details (lost/stuck).
  2. Go to our Contact Us page and send the details.
  3. We’ll reply within 24h on business days. For approved returns, we’ll provide the correct return address and instructions.

Please do not ship returns to the operational office address shown on the Contact page. Always contact us first to receive the correct return warehouse address.

Other Notes

  • Normal color variance between on‑screen preview and physical print is expected for custom printing and is not considered a defect.
  • We reserve the right to refuse returns that don’t meet policy conditions (used, washed, stained, or without packaging).
  • This policy does not limit any rights you may have under local consumer law.

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