In order to request a return or exchange, it is necessary to submit the request within 14 days of receiving the package. Our team must approve all returns before they can be shipped.
Wrong item
If by any chance, we happen to send you the incorrect item despite our thorough checking process, there is no need to worry. We kindly request that you attach a photo of the item you received in error before proceeding with your request.
Package lost in transit
If you have provided us with the correct address and the package has not arrived within the estimated shipping time according to our shipping policy, as well as an additional 15 business days for any potential delays, or if there has been no update on the tracking information for more than 10 business days, please get in touch with us. If we cannot locate the package, we will send a replacement free of charge. Kindly contact us within 10 business days from the last estimated delivery date so we can assist you. Once we have shipped the package, it is the customer’s responsibility to stay updated on the tracking information as it often contains important details from the carrier.
Damaged or faulty item
We take great pride in the exceptional quality of our products. Every order undergoes a thorough 3-step quality check before it is shipped out. However, in the rare event that a damaged item slips through our stringent quality control or is damaged during transit, we assume full responsibility and offer a complimentary replacement. It is not necessary for you to return the damaged item. You are welcome to keep it, whether you choose to mend it yourself, dispose of it, or give it away. All we require is that you submit a return request and include a photograph of the damaged goods. Once we can ascertain the damage from the photo, we will promptly send you a brand new item, completely free of charge. Rest assured, your satisfaction is our top priority and we will do everything we can to make things right.
We do not offer prepaid shipping labels for returns. Customers are responsible for covering the cost of shipping for exchanges. It is important to understand that any outbound shipping fees paid are non-refundable.
We do not accept returns or refunds in the following cases:
- If you decide to change your mind and request a refund or return, we regret to inform you that we are unable to accommodate your request. This is due to the fact that all our items are made specifically for each individual customer as part of our print-on-demand service. Therefore, we cannot accept returns or issue refunds for orders based solely on a change of mind. We apologize for any inconvenience this may cause.
- If you don’t contact us beforehand in order to have your return request reviewed and approved by our team.
- If you have asked for a refund after the expiration of 14 days from the date you received your package.
- If you have placed an order and requested a cancellation, it is important to note that once an order is placed, we immediately initiate the printing process.
- Our current printing process operates on a print-on-demand basis, which means that once you place an order, we begin the printing process immediately. Due to the nature of this process, we are unable to accommodate order cancellations for accidental or test orders. Therefore, we kindly request that you ask any questions you may have prior to placing your order. We understand that circumstances may change, and if for any reason you no longer wish to receive the product, we kindly ask that you refrain from placing an order.
- The item has been used.
- The item has been altered in any way
- The product is considered to be defective if it deviates from its original and saleable condition, unless the fault lies with us.
Refused packages
If you decline to accept a delivery from us for any reason, you will bear the responsibility for the initial shipping fees, customs duties required to re-import the package, as well as the expenses associated with returning the package to our office. If any of these charges are incurred, they will be deducted from the amount you are eligible to receive as a refund.
Due to the fact that every item is individually crafted according to your specifications and exclusively made for you, any packages that are rejected or returned will be handled as returns and subject to a restocking fee of 70% of the purchase price. The remaining balance will be refunded in the form of a store credit, or alternatively, the package can be resent to the customer.