More than anything we want you to be happy with your purchase!! If something doesn’t look for feel right, please email us at and we’ll make it right!
Also please be informed that placing an order means that you accept all the terms mentioned below
CANCELLATION & MODIFICATION
If you change your mind about your purchase, please sending us an email to , provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within the date of purchase. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that:
- Personalized Orders are locked for processing right after the order is complete so it is impossible to make any adjustments. Please double check all details before completing the order.
- We are not guaranteed to deliver your order in a timely manner if your order needs modification as it will take us much longer to ensure that the change has been made with the manufacture in this holiday season.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
REPLACEMENT OR RETURN
Because our products are custom printed and unique, therefore we only accept return and replace your order if an item you received has a major problem.
Within 30 days from receiving orders, you have to request or notify us about return or replacement the order because of below major reasons:
- The products have been crashed or damaged
- The print quality is blurry or not the same as pictures in our website
- Different design or size from your order.
- For personalized products, we are not responsible for compensation if you send poor quality pictures (smaller our required resolution) or misspelled the custom name. Please check our example in custom box to make sure your final request before order. We will appreciate your time.
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the 20% difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Please contact our Customer Support team to start the complaint process. You should include the following information for better support:
- Order number
- Video or photo of the faulty product
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- Complete delivery address
- Contact telephone number
If you request a refund (which is highly unlikely because you will love our products), please send the item back to us. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Our return center is located outside the US.
- If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued.
For orders shipped to the wrong address due to a customer inputting the incorrect address:
- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be destroyed right after they come back to the manufacture's warehouse)
- Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering CustomlyMade House and if you have any questions, please don't hesitate to contact us via (251) 322-2323(Singapore region only).