A mockup within 24 hours
We always send you a mockup preview to check within 24 hours of your order, so you see exactly what will be made before anything is printed.
Happy customers
Your happiness is the only review that counts
Every Customaly gift is made to order for one person. We send you a mockup to check within 24 hours, two people inspect the piece before it ships, and if something is wrong you have a clear return window afterwards.
4.8/5
Average rating across 1,400+ verified reviews
25,000+
Orders made across all platforms
95%
Arrive on or before the date we promised you
2h
Average reply time from a named person, 7 days a week
Six things we do on every single order
These are not upgrades and they are not add-ons. They are the minimum we hold ourselves to before a personalized gift is allowed to leave our studio.
Your 24 hours to reply
Approve the mockup or ask for changes within 24 hours — changes in that window are free. If we do not hear back in 24 hours the design counts as approved and production starts automatically, and design content can no longer be claimed after that.
Checked twice by two people
Each item is inspected after production and again at packing. Anything with a flaw is remade rather than shipped.
Spelling mistakes are on us
If a name, date or word differs from the proof you approved, we reprint and reship free. No form to fill in, nothing to send back.
Gift-ready by default
Protective packaging and a free gift note on every order, and prices are never printed on the packing slip when you ship to someone else.
A real person answers
You get a named person who follows your order through, not a ticket number and not a bot. Replies usually land within a couple of hours, every day of the week.
The sooner you tell us, the simpler it is
A personalized piece can't be resold, so what we are able to cover depends on how quickly you reach us. Here are the exact windows, in plain words.
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Day 0 – 3
No proof needed
Tell us there is a problem within 3 days of receiving your order and we accept the return and refund it. We will not ask you to document it or argue the case.
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Day 3 – 7
Covered once we can verify it
Still covered, but we will ask you for clear evidence of the problem. Photos are usually enough for us to confirm what happened and process it from there.
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Day 7 – 30
Quality faults only
From day 7 we cover faults that come from poor quality. Things you would notice the moment you opened the box — a chip, a crack, a misprint, the wrong size, poor color — are no longer covered at this stage. These are personalized pieces made for parties, events and holidays, and by then they have usually already been used.
What if you simply change your mind?
Up until your design is approved you can still cancel or change the order. Once it is approved the piece goes into production and is made for you alone, so from that point we can no longer take it back for a change of mind — a return or a refund needs something to actually be wrong with the order.
Who pays to send it back?
We decide that case by case, based on the item, the problem and where you are. When the fault is ours — a shipping mishap, a production error, or advice we did not get right — the return or the replacement is completely free. Whatever the situation, we work it out with you so you are never left out of pocket for a mistake that was not yours.
If something goes wrong, this is the whole process
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1
Tell us
Reply to your order email or use the contact form. One photo is usually all we need.
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2
We usually answer within 2 hours
No investigation queue and no back and forth. A named person replies with the fix.
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3
We remake it or refund you
Replacements ship at our cost. Refunds return to your original payment method within 5 business days.
What happy actually looks like
I uploaded a blurry photo of my grandmother and expected the worst. They sent back a cleaned-up proof the same evening and asked whether I liked it before printing anything.
The frame arrived with a cracked corner. I sent one photo at 9pm and had a replacement confirmed before I woke up. No argument, no return label, no waiting on a claim.
The wrong date was entirely my fault, and their policy says a free reprint is not covered when the mistake is mine. They still found a way to sort it out and got it to me before the party. That flexibility is why I keep coming back.
Order it for someone. We will take care of the rest.
Approve the proof, let us do the worrying, and tell us within 3 days if anything is wrong.