We're very sorry to hear that!
We will try to find a solution quickly, but in order to do this, kindly read our Reshipment & Refund Policy.
Note: You need to contact us within 20 days of receiving your order and remember don't return the item back.
Case 1: I received the wrong/someone else's order.
We want to sort out the problem with incorrect items straight away. You can file a complaint to request a replacement or a refund. Please upload a picture/video of the item you received via Contact Us
Case 2: My order arrived defective/damaged/broken.
We aim at providing you with a perfect personalized gift, but sometimes orders might be damaged during transit.
If your order, unfortunately, came broken, you can request a replacement or a refund. Please upload a picture/video of the item you received via Contact Us
Case 3: I received the items that are not as described.
If the received item doesn't look like what you purchased or is different from the product image sample, please do the following steps:
Step 1: Compare the given information in your order confirmation to the received item
Step 2:
- If the item was designed similarly to the order confirmation, you did get the correct order.
- If the item was designed differently, please Contact Us and attach the pictures, confirmation information about your order to get help.
Below are some issues the customer often meet and our solutions:
Shipping
The package was delivered to the incorrect address
If the package has arrived at a location different from the recipient's address, we will refund or replace the item.
The package was returned to its sender but the address was valid and correct
We will be happy to replace the order that was returned to its sender or to refund your order.
The post office provided a notice that the package was lost in the mail
We will be happy to replace the order that was lost in the mail or refund your order.
The tracking system shows no updated progress for too long
We will process a refund or reshipment if the tracking has not been updated for more than 10 business days (for orders within
the US) and more than 30 days (for international orders).
Received Items
The item received is incorrect or defective
We can either refund or replace the order.
The item received is damaged/broken
We can either refund or replace the order.
The order arrived with one or more items missing.
If an order arrives with a missing item, we will gladly ship out the missing piece.
Please note that detailed photos are required for quality control purposes.
I have a quality issue regarding a received item.
If your order items have quality issues (such as blurry printing, faded printing, etc.), we can either refund or replace the order.
NOTE 1) A request needs to be submitted within 20 days from the delivery date or 45 days from order date to qualify for credit or replacement. Please contact us HERE. 2) Refund process may take up to 14 business days and is credited via your original form of payment. 3) Detailed photos are required for quality control purposes and need to be added as attachment to the submitted request (front, back and packaging) 4) We do not allow modifications to replacement items. 5) Remember not to return the item(s) you received because we do not accept returns. Please contact us if you have an order issue before returning any products. 6) We do not offer replacements or refunds for invalid address entry, improper care, damages in use, etc. 7) All returned parcels due to the wrong shipping address will be donated to charity. If your order was undelivered because of an incorrect address provided by customers, our company can only offer you a discount for reordering. 8) No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions or any unforeseen circumstance that may affect our carriers. Thank you for understanding.