Refunds & Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Also see refund policy under Exceptions and Non-refundable items.
Delivery Issues (Return to Sender/Customer Return)
If you the customer doesn't receive the item, please contact us so that we can investigate (provide the order ID).
If we receive an order back from the carrier (Return to Sender) OR the order cannot be shipped as the address is invalid, then we'll contact you once via the email address. We'll give you 15 days to reply back with a new address to reship the item to. After this time, if we don't hear from you, the order will be discarded and no refund will be issued.
If we receive an order back that the customer opened and then returned, we'll notify you. After 14 days the item will be discarded. No refunds are issued for returned items.
Exceptions / non-returnable items
Regarding all items that are made to order and many of them are custom and personalized, we do not accept returns or exchanges for items we fulfill.
If there's any problem with the order, the customer should contact the store's support and provide a photo showing the issue where possible.
If there's damage or a defect with the item, the wrong item was received, or there was a mistake with engravings we will remake the item. A return of the original items are NOT required.
We DO NOT offer refunds for any custom or personalized orders placed, except for the following situations:
- You have requested cancellation of an order that is "In Production" and our support team were able to grant that cancellation request.
- If we're unable to replace an item under the remakes process, for example, because a product was discontinued.
- At our discretion.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on clearance sale items or gift cards.