1. Defective/ Damaged items
Please be reminded that:
- Our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a replacement or refund.
- We do not have policies regarding the return of an item. For a refund or replacement, you do not need to return the defective item you received.
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue a full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be noted that with other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee). Besides, please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.
1.3 How to file a claim
To file a claim, please send us an email to firstname.lastname@example.org and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us images of the item you received and the detailed shipping label
Our support team will review the photos/videos of the defective item you’ve sent. If your item is eligible, we will resend the product to you for no additional cost to you.
We typically DO NOT accept refunds or replacements due to customer's mistakes such as:
- Incorrect selection of sizes, designs, colors, etc.
- Failing to preview the design carefully to see if it's well set (as all of our printing files are automatically generated exactly as same as the preview on our website).
So please review your order carefully before you check out to ensure your order is correct.
2.Lost/ Missing items
- Please be reminded that our policy for these cases lasts 90 days for replacement/refund requests only. If 90 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund as we no longer can track your order.
- Note: We typically DO NOT accept refunds or replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.
3. Replacement/ Cancellations
- If you request a cancellation within 0-8 hours, the customer does not have to bear any costs. If your order is already in the production process, the customer is responsible for the design fee. If your order has been produced but not yet shipped, the customer is responsible for the design fee + material fee. If your order has been shipped, it cannot be cancelled.
It is important to note that
1) Design fee: $1 per order.
2) Material fee: 25% of the original value of the product
If your order has entered the production process, but you need to change the order information (such as size, picture, design, pattern), we will charge you 10% of the order price of this product. Since each of our products is one-of-a-kind and made just for you, please double check your order info before order.If you have any questions,please send us an email (email@example.com)
The shipping address can be changed before shipping, and we can not do any change once shipping out.
4.Return & Refund
- As our products are customized, we don’t accept return items, you can donate, keep or dispose of them at your convenience.
- Regarding refund, you will receive a refund confirmation when we finish the process. After that, please kindly wait for about 3-7 days to get your money back into your account (depending on various banks).
Please be informed that placing an order means that you accept all the terms mentioned above.