Something wrong with your order?

Personalized products are made using the photo and options you provide. We do not accept returns or exchanges for a change of mind, a different design preference, or a size or personalization detail selected incorrectly when ordering. Please check your photo, spelling, size, and color before placing an order.

If your item arrives damaged, has a printing defect, or does not match the product or options you ordered, email [email protected] promptly. Include your order number, a description of the issue, and clear photos of the item and packaging. We will review the issue and arrange an appropriate remedy for a confirmed fault or error, by refund only, without requiring you to return the item. This is separate from a change-of-mind return.

Do not send an item back without contacting us first. For confirmed quality or shipping problems, we provide a refund without requiring a return. The address on the parcel is not a returns address.

If you need to cancel or change an order, email [email protected] as soon as possible. We will check whether customization or production has started. Once work is underway, a cancellation or change may no longer be possible. Your request is confirmed only when we reply.

Use a clear photo and review the name, size, and color you select. The Custom Pet Portrait Hoodie uses a printed portrait, not embroidery. Our Pet Photo Guide explains how to choose a suitable image. If the item supplied differs from your order, contact us so we can review it.

When a refund is approved, we will confirm the amount and processing arrangements. The time for the funds to appear also depends on the payment provider. Nothing in this policy limits rights or remedies available to you under applicable consumer law.

For a lost parcel, delivery failure or transit damage, email [email protected] with your order number and tracking details. We will review the carrier information and refund confirmed shipping problems without requiring a return. For damaged goods, include clear photos of the item and packaging. If we cannot dispatch within the stated production period, we will notify you with a revised date and offer a choice to accept the delay or cancel the unshipped order for a refund.