.png)
REFUND AND RETURN
Can I cancel an order that I have already confirmed?
No, a completed order can unfortunately no longer be deleted, i.e. it can no longer be deleted or modified (e.g. size, colour), but other products can be added. If you urgently wish to cancel an order, please contact customer service by telephone within 2 hours of placing the order: if the order is not being processed we will do our best to accommodate you.
I purchased the wrong size, can I exchange it?
No, our policy does not provide this.
RETURN OF DEFECTIVE GOODS
All items are scrupulously checked and photographed before shipping, however you can return goods found defective due to manufacturing defects, as long as the request is made within 24 hours of receipt of the items and confirmed after subsequent checking of our databases. If the request is confirmed, we will initiate the correct procedure for returning the item. You may opt for replacement subject to the following conditions:
1. The goods are purchased from our site.
2. The goods are returned in completely undamaged condition (with all original packaging, labels and including all accessories and other materials)
3. The goods must be returned to our specified address within 1 day after the return request has been accepted.
4. The returned goods are confirmed to be incorrect after our inspection.
Return of incorrect or defective item upon arrival
In the event that you receive incorrect or defective goods on arrival, you must notify us within 24 hours of receipt. We will take note of your request and advise on the exact procedures for the return. You can opt for a full refund or replacement subject to the following conditions:
1. The item is not the one ordered (wrong goods)
2. Wrong items must be returned to us in unopened and unused condition, with full and complete packaging included accessories and other materials.
3. Items must be returned in original, undamaged condition, with full and complete packaging including accessories and other materials.
4. The goods must be returned to us at our exact address within 1 day after the return request has been accepted.
5. Returned goods are confirmed to be incorrect after our inspection.
REFUND POLICY
Upon receipt of the returned item, we will check the products. Once approved and the products pass the inspection phase, the refund will be processed according to the Cancellation or Refund Policy. The will be applied to your credit card or original payment method within a certain number of days, depending on the payment method. An email will be sent to your email when we proceed to the refund phase.
We reserve the right to refuse items that are returned late or that are not in the same condition as you received them
Remember that personalized products are made especially for you and cannot be returned.
Who pays for the return shipping?
The costs for returns following exercise of the right of withdrawal are the responsibility of the customer. You can use slow and cheap shipping but, for your peace of mind, we recommend choosing a service that at least provides you with a tracking number.
To return a defective product, it is essential that you first contact the customer support service BEFORE sending the package, because a different process will be followed which involves us being charged for the return costs, but only using our courier. If you send the package using other methods we will not be able to refund the return costs.
How long will it take for me to receive my refund?
Once we have received your package and verified the suitability of the return, we will proceed with the refund within 7 days with the same payment method you used for the purchase:
- Purchase by credit card: the time required for the refund to appear on your account depends on the institution that issued the card.
- Purchase via PayPal: the refund will be made to your PayPal account and will be immediately visible. The actual credit card refund from your PayPal account depends on the card issuer.
Therefore, check the status of your refund by accessing your credit card account, PayPal account or bank account. We therefore recommend that you wait at least 10 days if you want to ask our customer support service for verification.