Widerrufsrecht
If you need help with an order, please contact us. This policy explains when you can request a return, how we handle problems with personalized items, and how changes, cancellations and refunds work.
30-Day Request Window
Please contact us within 30 days of receiving your order if an item arrives damaged, defective, incorrect or incomplete, or if the personalization does not match the details you submitted because of an error on our side.
For eligible non-personalized items, you may also request a change-of-mind return within 30 days of delivery, subject to the conditions below.
Personalized & Custom-Made Items
Items personalized with names, dates, photos, engraving or other custom details are made specifically for your order.
We do not accept change-of-mind returns or exchanges for personalized items that have no defect and were made correctly using the details you submitted.
If your personalized item arrives damaged, defective, incorrect or incomplete, or contains a personalization error on our side, follow the support process below.
Damaged, Defective, Incorrect or Missing Items
Please contact us within 30 days of receiving your order and include:
- Your order number.
- A short description of the issue.
- Clear photos showing the item and the problem, or the contents you received if something is missing.
- Photos of the packaging, if available and relevant.
Once we verify the issue, we will arrange a replacement or send the missing item at no cost to you.
You do not need to return the affected item, and we cover the replacement shipping cost. No production or cancellation charge applies when we are correcting an error on our side.
Personalization Errors
Please check names, dates, spelling, photos and other personalization details before placing your order.
If the finished item does not match the details you submitted, contact us within 30 days of receiving it with your order number and clear photos. We will compare the finished piece with the original order details. If we made an error, we will replace it free of charge, including shipping, without asking you to return it.
If the item was made correctly using details entered incorrectly by you, this is not a production error and does not qualify for a free replacement under our product-issue policy. Contact us to discuss what may still be possible.
If you notice a mistake after ordering, the change and cancellation rules below apply.
Order Changes & Cancellations
You can request a change or cancellation free of charge within 24 hours of placing your order. Please contact us within that time and include your order number and the change or cancellation you are requesting.
We use the time you send your request to determine whether it falls within the 24-hour window, rather than the time we reply.
For requests made after 24 hours, we will check the production status and explain whether a change or cancellation is still possible. If production has started, a reasonable charge for work already completed may apply. We will explain the amount and what it covers before you decide whether to proceed.
If you contact us after the first 24 hours and your order has already shipped, changes or cancellations may no longer be possible. Eligible non-personalized items can still be considered for a return under this policy.
Returns for Non-Personalized Items
To request a change-of-mind return for an eligible non-personalized item, please contact us within 30 days of delivery. The item must be:
- Unused and unworn.
- In its original condition.
- Returned with its original packaging, where applicable.
- Accompanied by an order number or other proof of purchase.
Contact us before sending anything back. Once your return is approved, we will provide the return address and instructions. Returns sent without prior approval may not be accepted.
For an approved change-of-mind return, you are responsible for the return shipping cost unless we agree otherwise. We recommend a trackable shipping service.
These item-condition and return-shipping requirements apply to change-of-mind returns. For a confirmed damaged, defective, incorrect or missing item, follow the support process above; you do not need to send the affected item back.
Refunds
For an approved non-personalized return, we will review the item after it arrives and let you know whether the refund is approved. This return inspection does not apply when we have told you that no return is needed.
Once a refund is approved, we usually issue it to your original payment method within approximately 7 business days.
Your bank or payment provider may need additional time to show the refund in your account. This is separate from our processing time.
Exchanges
We do not currently offer standard exchanges. If there is a problem with your item, please contact us so we can arrange the support described above.
Your Consumer Rights
This policy describes the support we offer and does not exclude or limit your rights under applicable consumer law. Where the law gives you additional rights or requires a different remedy or timeframe, those rights apply.
Need Help?
Please contact us before sending anything back. Include your order number if you have already placed an order.
We usually reply within 4–8 hours.