Refund Policy

• Custom kits (except if there is a defect or an error on our side)
• Gift cards
• Final sale / clearance items

To start a return, contact us and include:

• Your order number
• The item(s) you want to return
• The reason for the return (a quick note is fine)

We’ll reply with the next steps and the return instructions.

Return shipping may be the customer’s responsibility unless the return is due to:

• A damaged item
• A missing item
• An incorrect item
• A confirmed defect

In some cases, we may provide a return label or an alternative solution depending on the situation.

To start a return, contact us and include:

• Your order number
• The item(s) you want to return
• The reason for the return (a quick note is fine)

We’ll reply with the next steps and the return instructions.

Once your return is received and inspected, we’ll process your refund to the original payment method.

Please note:

• Original shipping fees (if paid) are typically non-refundable, unless the return is due to our mistake.
• Banks and payment providers may take additional time to post the refund to your account.

If you need to cancel or modify an order, contact us as soon as possible.

If your order hasn’t been packed yet, we’ll do our best to cancel or adjust it. Once an order has shipped, cancellation is no longer guaranteed.

For custom kits, cancellations may not be possible once production has started.

If your order arrives damaged, missing, or incorrect, contact us within 10 days of delivery and include:

1. Your order number
2. Clear photos (for damage/wrong items)
3. A short description of the issue

If we confirm the problem, we’ll make it right with the most appropriate solution: replacement parts, a replacement kit, a reshipment, or another option depending on the situation.

If tracking shows delivered but you can’t find your package:

1. Check your mailbox, porch/safe spot, building reception, or concierge
2. Ask neighbors (mis-deliveries happen)
3. Contact the carrier with your tracking number for delivery details

Then message us with your order number and what you found. Each case is different, and we’ll review the situation and guide you through the next steps.

Delivery windows shown at checkout are estimates, not guarantees. Carrier delays can happen due to weather, peak seasons, customs processing, or local backlogs. If your tracking hasn’t updated for an extended period, contact us and we’ll help you check it.

Please double-check your shipping address at checkout.

If you entered an incorrect or incomplete address, contact us immediately. If the order hasn’t shipped yet, we may be able to update it. Once shipped, changes depend on the carrier and may not be possible.

Custom kits are made from your photo, so they can’t be returned for personal preference (for example: choosing a different crop, changing your mind about the image, or expecting exact photo colors).

However, if your custom kit arrives with a defect, is damaged, or there was an error on our side, contact us and we’ll make it right.

Not finding what you’re looking for? Check our FAQ or contact us with your order number and we’ll help.