We have a 30-day return policy on non-custom items, which means you have 30 days after receiving your item to request a return. On custom products we can not accept returns therefore we can not give a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
For custom items/products, we only accept cancellation within the first 48 hours after the order was made. After that, we can only offer partial refunds which is calculated on the time and cost we spent on your product.
Shipping and delivery
We offer two forms of shipping: standard, and fast shipping.
Standard shipping is 7-14 business days, fast shipping is 3-5 business days.
Please note that if we do not hear back within 48 hours after we have sent out the draft of the custom order (e.g portrait, pet ID tag) we are obgligated to ship it out and we will ship it out after 48 hours.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. There is no exchange for custom items.
We do offer changes for custom items, such as drawings and pet ID tags before they are shipped out and finalised.
We do not charge extra for these changes unless the customer decides to cancel their orders in the end, then we charge extra fee and refund will be calculated based on that process.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We do not offer full refunds for our custom products, such as drawings, pet ID tags, bandanas, key chains as they are fully customised by the customer and can not be re-sold at any time.
We offer partial refunds under special circumstances, such as when the customer is not happy with the end product, or wants to order a different style. Please contact us if this is the case.
We offer refunds for damaged goods.