Damaged Or Low-Quality Items

If the product is defective or does not properly function as advertised, please contact us via live chat, or email us at orders@customlygifts.com . We will take responsibility for any damage that occurred during the production process and delivery. We always replace any item received damaged or defective
To proceed with the replacement quickly and effectively, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.
Ideally, the items should be photographed on a flat surface, with the tag and error clearly displayed.

Caution: This warranty only covers manufacturing defects and does not cover:
 - Damage caused by accident
 - Improper care
 - Normal wear and tear
 - Break down of colors and materials due to sun exposure
 - Aftermarket modification

Note: Our policy may last 14 days from the arrival date. If 14 days have gone by since you received the item, unfortunately, we can’t offer you a replacement.
All of our products are custom made to order, including non-personalized items.
You can always contact us for any return question at orders@customlygifts.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on gift cards.

Did Not Receive The Product

If your delivery is delayed than expected, you do have the right to request a refund or a new replacement for that order. Simply chat with our agent and provide your order information, we will assist you with the highest priority.

- Your request must be submitted to our team within 2 months since you placed the order. After that time, the tracking information might be expired so it will be impossible for us to assist you further.
- In case we proceed with a refund. It will go back to your account in 5-10 business days, depending on your bank’s progress.


Refunds on Cancelled Orders

Please remember it can take some time for your bank or credit card company to process and post the refund.


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