Return & Refund Policy
Every Customaly product is personalised and produced after you place your order, so it cannot be restocked or resold. What we are able to cover therefore depends on how quickly you reach us — the sooner you tell us, the simpler it is. Within the first 3 days after delivery we take your word for it and do not ask you to prove anything; after that the window narrows, as set out below.
Approving your design
We always send you a mockup preview within 24 hours of your order so you can check the design before it is made.
Please confirm the mockup or ask for changes within 24 hours. Changes in that window are free. If we do not hear from you within 24 hours, the design counts as approved and your order goes into production automatically. Once that happens we can no longer accept a claim about the content of the design — the spelling, the dates, the photo or the layout you supplied.
Changing your mind
Up until your design is approved you can still cancel or change your order. Once the design is approved the piece goes into production and is made for you alone, so from that point it can no longer be cancelled or returned for a change of mind. After production we accept a return or a refund only where something is genuinely wrong with the order, as set out below.
What is covered
Day 0 to day 3 after delivery — 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.
Day 3 to day 7 — covered once we can verify it
Your order is still covered, but we will ask you for clear evidence of the problem so that we can confirm what happened before we process it. Photos of the product and of the shipping label are usually enough.
Day 7 to day 30 — quality faults only
From day 7 we cover faults that come from poor quality, such as an item that fails or deteriorates in normal use, or one that is more than 1 inch outside the measurements in our size guide.
Problems you would notice the moment you opened the box are no longer covered at this stage: a chip, a crack, a misprint, poor print quality, the wrong size, poor colour, or the wrong item or personalisation. These are personalised pieces made for parties, events and holidays, and by day 7 the item has usually already been used, so those issues have to reach us before then.
A parcel that the tracking confirms is lost, or that arrives empty or opened, should be reported as soon as you notice it.
What is not covered
- A typo, misspelling or wrong photo in the personalisation, once the mockup has been approved or has been approved automatically after 24 hours. Please check the mockup we send you carefully.
- Minor colour differences between the on-screen preview and the printed item.
- Normal shrinkage or wear caused by washing, drying or ironing outside the care instructions.
- Parcels returned to us because the shipping address given at checkout was incomplete or incorrect. We can arrange a paid reprint in that case.
- Visible defects reported after day 7, as described above.
- Gift cards and sale items.
How to open a claim
Email support@customaly.com as soon as you notice the problem, with:
- your order number;
- clear, well-lit photos of the product showing the problem;
- a photo of the shipping label on the package.
Within the first 3 days after delivery the photos are optional — we will accept the return without them. From day 3 onwards they are required so that we can verify the claim.
We review claims as they arrive and usually reply within 2 hours, 7 days a week. Because the item cannot be resold, you will not usually be asked to ship anything back. If a return is required in your case, we will email you a prepaid return label and the return address — please do not send anything back before we do, as unannounced returns cannot be accepted or refunded.
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 that you are not left out of pocket for a mistake that was not yours.
Replacement or refund
Once a claim is approved you choose either a free replacement or a full refund of the item, including the shipping you paid on it.
A replacement takes the same production and delivery time as the original order. A refund is issued to your original payment method within 10 business days of approval; your bank or card issuer may need a few more days to post it. If more than 15 business days have passed since we approved your refund, email support@customaly.com.
Cancelling an order
You can cancel or change an order within 3 hours of placing it, and change the shipping address within 12 hours, by contacting support@customaly.com. After that the order is locked for production and cannot be cancelled or modified.
European Union and United Kingdom customers
Consumers in the EU and the UK normally have 14 days to cancel a distance purchase without giving a reason. That right does not apply to goods made to the consumer’s own specification or clearly personalised, under Article 16(c) of Directive 2011/83/EU and Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013, which is the case for every personalised Customaly product. We nevertheless offer the unconditional 3-day window described above to every customer, wherever they are, as a voluntary commercial guarantee.
Non-personalised products bought from the EU or the UK can be cancelled within 14 days of delivery. The item must be unused, in its original packaging, and returned with proof of purchase; return postage is at your expense unless the item was faulty. Contact support@customaly.com to start a cancellation.
None of the above affects your statutory rights in respect of goods that are faulty or not as described.
Contact
Customaly
5830 E 2nd St, Ste 7000 #22949
Casper, Wyoming 82609, United States
Email: support@customaly.com