What should I do if I receive an incorrect or faulty item?
We sincerely apologize if you’ve received an incorrect or faulty item. To resolve the issue as quickly as possible, please contact us at [email protected] and include the following details:
- Your name
- Your order number and product name (found in your order confirmation email)
- A picture of the fault or incorrect item
We’ll review your case and provide a solution promptly.
Note: We do not offer exchanges or returns for size issues unless it is our fault (e.g., sending the wrong size or a faulty item). For any other issues such as sewing or printing defects, we will address them fully. Please contact us first, and we’ll guide you through the process.
Important: Please do not send your purchase back without our authorization.
What is your refund policy?
Your satisfaction is our top priority.
We will provide a replacement at no additional cost to you if any of the following issues occur:
- You did not receive the product within the guaranteed time (20 business days, excluding 5-7 business days for processing).
- You received an incorrect item (e.g., wrong customization, wrong product, or a blurry print).
- The product arrived damaged (e.g., broken).
Note: If you do not wish to receive a replacement, you can request a refund. You are not required to return the faulty or incorrect item.
Refunds are not processed in the following cases:
- Your order didn’t arrive due to factors within your control (e.g., providing the wrong shipping address, being unavailable to receive the package, or failing to pick it up).
- Your order didn’t arrive due to exceptional circumstances beyond our control (e.g., customs delays, natural disasters, the item showing as “delivered” in tracking, or the package being lost after delivery to your mailbox).
*Refund requests must be submitted within 15 days after the guaranteed delivery period (20 days) has expired. To request a refund, email us at [email protected].
If your request is approved, the refund will be processed and credited back to your original payment method within 7 business days.