Return & Refund

By placing an order, you have confirmed that you have read, understood and accepted these following policies.

CANCEL/MODIFY ORDER

Please contact our support team within 4 hours since your order is placed to make a request in cancellation/exchange the item or change/update your order information.

*Please be informed that a management, processing and transaction fee may may be applied for the cancellation. 

NOTE:

• After this timeframe, any request relates to cancellation or modifications won’t be accepted and the item will be processed as normal.
• We are not guaranteed to deliver your order in a timely manner if your order needs design modification as it will take us much longer to modify your design as your request.

REFUND AND REPLACEMENT

1. Defective/ Damaged items

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.

All the products are made-to-order, we do not accept returns or exchanges. However, we can offer a free replacement or a refund if the request meets certain criteria:

• Significantly different from the preview shown to you.
• Damaged due to the fault of our factory or the carrier.
• Wrong item with what you ordered.
• Missing item.

NOTE: 

• Due to the different monitor and light effects, the actual color and size of the item may be slightly different from the visual image. So, any return request relates to this reason won’t be considered.
• We typically DO NOT accept refunds or replacements due to customer mistakes such as:
  - Incorrect selection of sizes, designs, colors, etc. So please review your order carefully before you check out to ensure your order is correct
  - Improper care, damages in use.

- As soon as you receive the refund confirmation from our support team, it may take around 3-5 days to process your refund. Once we issue your refund, it may take time for your fund to appear in your account balance (depends on your financial institution). See the table below for more details

 Refund timing to a pre-paid card depends on the issuer of the card. The refund can take up to 30 days to process based on the policy of the issuer.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time (5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please feel free to contact us

2. Shipping issues

If your order hasn’t been updated for more than 15 days for orders within the Canada and more than 25 days for international orders, you do have the right to request a refund or a new replacement for that order.

NOTE:

If the item is returned because of insufficient address/wrong address due to customer's mistakes, you will receive 70% refund of the item price. So please check your address carefully before you check out. 

We kindly request that you do not return the product to us without prior approval. If you would like to request a return or exchange, please contact our customer service team. Since the product was customized and personalized for you so all the returned packages which are sent back will be donated to a charity or disposed of it. In that case, please be aware that we will be unable to provide a refund or exchange.