Returns & Refunds
If we got it wrong, we make it right. That is the short version, and we mean it.
The longer version matters too, because every piece here is made for one person. Your name, your date, your photo. Once a maker has started, that piece cannot be offered to anyone else — so this policy draws a clear line between we made a mistake and you changed your mind.
At a glance
| Situation | What you get |
|---|---|
| Item arrived damaged | Free replacement or full refund |
| Wrong item, wrong size, or a spelling mistake we made | Free replacement or full refund |
| Item never arrived | Full refund or reprint |
| Cancelled within 48 hours of payment | Full refund |
| Changed your mind after production started | At the seller’s discretion |
| Spelling or details you supplied were wrong | Discounted remake — ask the seller |
Things we always put right
Send the seller a photo and we handle it. You do not need to ship anything back for these — returning a personalized item helps nobody, so we skip that step.
- The item arrived broken, cracked, or damaged in transit
- The print, engraving, or stitching is faulty
- You received the wrong item, wrong size, or wrong color
- The personalization does not match what you submitted
- The parcel never arrived and tracking shows no delivery
All of this is backed by Ettee Purchase Protection — it applies to every order, automatically, at no cost to you.
Tell us within 30 days of delivery — or within 30 days of the last expected delivery date if the parcel never showed up. Refunds go back to your original payment method within 5 to 10 business days once approved.
Cancelling an order
- Within 48 hours of payment — cancel for a full refund, no questions asked. Message the seller and it is done.
- After 48 hours — work has usually begun and materials are committed. Ask the seller: if they have not started, they will almost always still cancel for you.
- Once an item has shipped — it can no longer be cancelled, but the sections above still apply if anything is wrong when it arrives.
Changing your design, size, or style
Spotted a typo? Want a different size, color, font, or photo? Message the seller straight away. Within the first 48 hours this is almost always free and takes a minute to fix.
After that, the maker may already have cut, printed, or engraved your piece. They will tell you honestly what stage it is at and what is still possible. Sellers here would rather remake something than send out a piece you are not happy with.
Please check your details carefully at checkout
Names, dates, spellings, and uploaded photos are copied exactly as you enter them — that is the point of a personalized piece. If something you supplied turns out to be wrong, we cannot refund it as a fault, but sellers will usually offer a discounted remake. Just ask.
What we cannot take back
Because these items are made for one person and cannot be resold, the following are not eligible for a return simply because you changed your mind:
- Personalized items — anything carrying a name, date, message, or photo
- Made-to-order items in a size, color, or style chosen by you
- Digital files and printable downloads, once downloaded
- Gift cards
This is standard across handmade and personalized marketplaces, and it is what keeps independent makers able to take on custom work at all. It does not affect any of your rights when something arrives damaged, wrong, or never arrives — those are always covered.
Delivery problems
- Tracking says delivered but you have nothing. Check with neighbours and your building first — most turn up within 48 hours. If not, message the seller and we will open a carrier trace.
- Wrong address entered at checkout. Tell the seller within 48 hours and we will redirect it. After dispatch, a reshipment may be charged.
- Unclaimed or refused parcels. If a parcel comes back to the maker, we refund the item minus the original shipping cost.
- Customs duties. These are set by your own country and are not collected by us. Unfortunately they cannot be refunded.
How to start a return or refund
- Open the order in your account and press Contact next to the shop.
- Tell us what happened and attach a photo if something arrived damaged or wrong. One clear photo settles most cases immediately.
- We reply within 1 business day. Most cases are resolved the same day.
Before you open a payment dispute
Please message us first. A dispute freezes the order on both sides — it actually blocks us from refunding you directly, and it takes far longer than simply asking. We have never refused a refund for an item that arrived damaged, arrived wrong, or never arrived at all.
Common questions
Do I have to post the item back?
Usually not. For damaged, faulty, or incorrect items we simply replace or refund — sending a personalized piece back helps nobody. If a return is ever needed, the seller arranges and pays for it.
How long does a refund take to appear?
We issue it within 1 business day of approving it. Your bank then takes 5 to 10 business days to show it, back on the card you paid with.
I ordered the wrong size. Can I exchange it?
Made-to-order sizes cannot be exchanged, but message the seller — most offer a discounted remake in the right size rather than leave you with something unwearable.
My gift is for a specific date and it will not make it.
Tell the seller now. They can often prioritise your piece or upgrade the shipping. If it truly cannot arrive in time, you can cancel for a full refund at any point before it ships.
The color looks different from the photo.
Screens vary, and natural materials vary a little piece to piece. If the difference is beyond that, send a photo — we treat a genuine mismatch as a fault and put it right.
Related pages
Last updated September 6, 2026.