Damage or production issue
If an item arrives damaged, has an apparent production issue or differs from the personalization submitted with the order, contact customer care with the order number and clear evidence.
HELP WHEN SOMETHING IS NOT RIGHT
Replacement & Refund Help
Personalized items need a clear review path. Start here to report damage, a production concern or a mismatch with the details submitted on the order.
Submitted-detail concern
Personalized items are created from shopper-provided names, dates, photos and options. An input mistake or change of mind is assessed differently from damage or a production error.
What to include in the first message
- The Shopify order number.
- The affected product name and quantity.
- A clear description of the concern.
- Well-lit photos of the full item, the specific issue and the packaging when relevant.
Keep the item and packaging until the request has been reviewed, because additional information may be needed.
Send the request
Use the Contact page so the order details and supporting information stay together.
The request is assessed
The store team reviews the order, submitted personalization, product type, available evidence and applicable consumer rights.
A resolution is confirmed
Available next steps are communicated after review. Do not resend or dispose of an item until instructions are provided.