Refund Policy
Refunds on Personalized Products
Unfortunately, due to personalization being custom designed for each order, we are unable to offer refunds once the piece has entered production. We can, and will, however, replace a piece if it is found to have had a fault during the manufacturing process or has been received damaged from shipment.
We will not refund or exchange pieces where details are entered incorrectly ie typos. Please make sure you are careful and check the details you enter when ordering and as a backup, on each product page we have added an extra element to avoid this as much as possible click on “PREVIEW” your design before placing the order.
Refunds will not be given to purchases lost or damaged in shipment. Due to the product being outside of our control we will only replace lost or damaged pieces. Upon notification of product being lost we will immediately issue a replacement piece to be sent to you.
PLEASE NOTE: PERSONALIZED items are made to order so please allow 2-4 business days for production: then for shipping, a further:
- USA - Within 2-5 business days
- Canada - Within 5-10 business days
- UK and most of Europe - Within 3-7 business days
- Australia/NZ - Within 8-20 business days
- Rest of the World - Within 5-20 business days
If we are designing you something from scratch, this may take another TWO extra business days depending on current demand. All orders are processed on a first come first served basis.
Returns
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
We do not accept returns on personalized pieces unless there is a defect in the product. Given that these are made to order we cannot resell them hence we cannot return due to change of mind or any other circumstance.
Additional non-returnable items:
Gift cards
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@cutomgiftstop.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@customgiftstop.com and send us a video of the defect.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should email us in the first instance support@customgiftstop.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Updated May 14th 2023.
