Return and Refund Policy

Return& Refund Policy

More than anything we want you to be happy with your purchase!! If something doesn’t look or feel right, please email us here and we’ll make it right!

If you have any questions, please don't hesitate to contact us here. Please be informed that placing an order means that you accept all the terms mentioned below. 

RETURN & REFUND

As each of our products is custom-made, we do not accept returns or full refunds for personalized orders. Once your order is placed, we begin production promptly, and the item is created uniquely for you.

That said, your satisfaction matters to us. We offer two solutions depending on the situation:

  • If you are not fully satisfied with the product (e.g., minor issues or changes of mind), we can offer a small partial refund or resend the item for free with a small shipping fee, depending on your preference.

  • If the issue was caused by our mistake (e.g., wrong design, major error), we will take full responsibility and resend your item completely free of charge — no need to return the original, it’s yours to keep.

We appreciate your understanding and support of small custom businesses. Each piece is made with care and attention, and we’re always here to make things right.

CANCELLATION & ORDER CHANGES

If you notice any mistake in your order after placing it (such as size, color, or spelling), please contact our customer service as soon as possible — either through email or by sending us a message on Facebook.

To help us make the change quickly, please include:

  • Your Order ID

  • The email address used for the order

  • Details of the change you need

We can usually update your order within 24 hours of purchase before it enters production.

Once the order is locked for processing, changes and cancellations are no longer possible. Thank you for double-checking all details before completing your purchase.

FREE REPLACEMENT

This applies to packages with no movement for more than 3 weeks or far exceeding our estimated time of arrival. If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner.

Also, we will take full responsibility within 30 days from order arrival, if the product(s)

  • Have been crashed, damaged or faultydue to the fault of our factory or the carrier;
  • Significantly different fromwhat you ordered, eg. your customized information is printed incorrectly

Replacement Process:

Please send us an email including the following information:

  • Order numberand your Email
  • 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 the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

We will re-send you a new product in the above situation if it’s confirmed by our customer service. We believe that REPLACEMENT may help resolve your issue at best. Thus, we do not have policies for refund.

Note:

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

We typically DO NOT accept replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.

Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.

REPLACEMENT WITH SMALL FEE

In some cases below, fortunately, replacement can be sent with just a small fee compared to the original price:

You received the wrong item/ design/ size due to incorrectly customized input. 

For a replacement in this situation, you do not need to return the defective item you received.

Every customer matters, your happiness will also be customized in each and every contact with us. Thank you for placing trust in our business and letting us do what we love!

If you have any questions, please don't hesitate to contact us here:service@Stitchonly.com