Returns & Refunds Policy

1. The return window

Return requests must reach us within 30 days of delivery. To qualify, the item needs to be:

• Unused, unwashed and unworn
• In the condition it arrived in
• Complete, with its original packaging, tags, labels and any included pieces
• Accompanied by your order number or another proof of purchase

2. What cannot be returned for a change of mind

These are not eligible for a change-of-mind return:

• Personalized or custom-made items, including anything carrying a name, date, photo or custom message
• Underwear, swimwear and other personal-use items
• Opened board games, puzzles and sealed collectibles where the seal has been broken
• Advent calendars and other dated seasonal items once any door, seal or compartment has been opened
• Digital or downloadable products
• Gift cards
• Items damaged by misuse, accident or improper care
• Anything marked final sale or non-returnable on its product page

This list only covers changing your mind. If any of these items arrives damaged, faulty, or different from what you confirmed at checkout, we will still take care of it — see section 5.

3. Starting a return

Email [email protected] and include:

• Your order number
• Which item you want to return
• The reason
• Clear photographs, if the item is damaged, faulty or not what you ordered

We review the request and, once approved, send you the return address and instructions.

4. How refunds are decided

Once an approved return arrives and has been inspected, we contact you with the outcome. Depending on the condition it comes back in, we may issue:

• A full refund, for an item returned in its original condition
• A partial refund, where packaging, parts or accessories are missing
• No refund, where the item does not meet the approved return conditions

Approved refunds go back to the original payment method, normally within 7 to 10 business days of inspection. Your bank or card issuer may then take a few more days to display the money, which is outside our control.

5. Damaged, faulty or incorrect items

If an order arrives damaged, faulty, or different from what was confirmed, contact us as soon as you can with your order number and clear photographs. Photos of the item and of the outer packaging both help, especially where a carrier caused the damage.

After reviewing it we will offer one of:

• A replacement of the affected item
• A refund for the affected item
• Another resolution we agree with you

A replacement is remade to the same specification and personalization as the original order. This applies to personalized items too — being unable to resell something does not mean we will not stand behind it.

6. Who pays for return shipping

Unless the return is caused by a confirmed error on our side:

• You are responsible for return shipping costs
• The original shipping charge is not refunded
• Return shipping fees are not reimbursed
• Where applicable, shipping charges may be deducted from the refund

Please use a service with tracking. We cannot confirm or process a return until it physically reaches the approved return location, and without tracking neither of us can prove where it is.

7. Cancelling an order

A cancellation has to reach us before the order enters production. Within the first 24 hours that is usually possible and the refund is full.

After production has started, cancellation cannot be guaranteed, and where we can still do it a fee of up to 10% of the order value may apply. Orders that have already shipped cannot be cancelled and need to follow the return process above.

To cancel, email [email protected] with your order number as early as possible.

8. An approved refund has not arrived

If we have approved a refund and you cannot see it after the expected period:

1. 01Check the original payment account once more, including its pending transactions
2. 02Contact your bank, card issuer or PayPal — funds often sit on their side before posting
3. 03Email us with your order number

We will confirm the refund status and give you whatever transaction reference we have, which your bank can then trace.

9. Your legal rights

Nothing in this policy limits the consumer rights you hold under applicable law. Where local law gives you a stronger right than this policy does, that law applies.

Return eligibility can vary with the product, the reason for the return, and where you are located.

10. Contact us about a return

Email [email protected] with your order number. Support hours are Monday through Saturday, US Central Time.