If you are not entirely satisfied with your purchase, we are here to help. Please check the detailed information below and file a request for a replacement or refund via our contact email firstname.lastname@example.org
Please be reminded that our policy lasts 20 days from the delivery date or 45 days from the order date for replacement/refund requests only. If your purchase falls out of that timeframe, unfortunately, we can't offer you a replacement or refund.
Within 24 hours of order confirmation, a full refund can be issued at your request. Cancellation after 24 hours of order confirmation will be subject to a 50% cancellation charge of the items canceled.
Please contact us via email email@example.com for prompt support.
The tracking system shows that the package was delivered to its destination, but the buyer claims they did not receive the package.
We do not offer refunds or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.
The tracking system shows no updated progress for too long.
We will process a refund if the tracking has not been updated for more than 10 business days (for orders within the US) and more than 30 days (for international orders).
The package was delivered to the incorrect address.
If the package has arrived at a location different from the recipient address, we will refund the base cost. Or, if the customer prefers, we will replace the item.
Note: No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions or any unforeseen circumstance that may affect our carriers. Thank you for understanding.
The package was returned to the sender because an invalid address was provided.
We do not offer replacements, refunds, or credits for invalid address entry.
If the package has arrived at a location different from the recipient's address, we will refund or replace the item.
The package was returned to its sender but the address was valid and correct.
We will be happy to replace and reship the order that was returned to its sender.
The post office provided a notice that the package was lost in the mail.
We will be happy to replace and reship the order that was lost in the mail.
The item received is incorrect or defective.
Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.
We are happy to replace your order for any of the following reasons:
Please email us with a photo of the product you received along with detail shots you wish to include. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge. For all other requests please email us. Our customer service team will review if your claim matches the 2 above reasons. If it belongs one of these 2 reasons, we will provide you with a return address.
Customers are responsible for return and exchange shipping rates. Please allow 5-10 business days after your return is received for a refund to appear. If your claim doesn't belong one of these 2 reasons, the returns and refunds policy will not apply for your case.
Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.
The order arrived with one or more items missing.
If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos are required for quality control purposes.
I have another problem regarding a received item.
If you have additional questions or concerns regarding received items, please contact us by email firstname.lastname@example.org.
We may apply an alternative credit/refund solution for special cases. In this event, we will provide and official notice.
How do you handle orders that are shipped late?
Each product in the our store contains a list of production times that account for the moment an order is accepted by Trends Personalized to the date of shipping out. Over 95% of our orders make this production . In the rare case that order falls outside of that period 10 days or more, we will credit the order.