Please be reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately we can’t offer you a replacement or refund.
From 1st July 2020, due to the new policy updated by PayPal. With full refund requests, customers will receive a refund of 95% of the total invoice (excluding transaction fees via Paypal - 5%).
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample 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 partial refund (excluding shipping fee)
Please be informed that our products are customized and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the 20% difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
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 a print size or placement 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 an image of the received package's cover including the detailed shipping label so we can forward to our production department to investigate the problem
- Full delivery address
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We typically DO NOT accept refunds or replacement 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.
Make sure you provide the correct address at checkout because:
- If there is incorrect or missing information which we can detect on our end, we may be required to contact you for an update on the delivery information, which can cause delays in delivering your order.
- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse)
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if that parcel gets lost, stolen, or damaged.
FILING A CLAIM
To file a claim, send us an email to email@example.com and include your order number.
- If your claim is in regards to a printing error, please include photographs of the error. In addition, if the error involves a print size or placement issue, include a measuring tape, stick, or ruler in the photographs of affected garments.
- If you claim is in regards to a missing item, please include photographs of the package's cover with shipping label.
Upon verification, we will send you a replacement at no charge.