Return/Refund Policy
We strive to deliver high-quality, personalized products that meet your expectations and hope you love everything you’ve chosen from our shop.
Returns
Regular Design Items
You have up to 7 days from the date you receive your order to submit a return request for regular design items. Please note:
- You are responsible for the return shipping fee.
- Once your return request is approved, you must mail out the return package within 3 days.
- A $4.99 restocking fee per parcel will be deducted from your refund.
- The original shipping cost (if any) is non-refundable in most cases.
- All returned items must be unworn, in their original condition, with the original packaging and all tags attached.
Customized Items
Customized items are non-returnable due to their personalized and exclusive nature. Once these products have been produced and shipped, all sales are final.
Exception: If there are quality issues or noticeable imperfections in the printing that were caused by us, we will gladly reproduce and send a replacement.
Summary of Return Terms
- Regular Design Items: Returnable with a $4.99 restocking fee. The original shipping cost is non-refundable.
- Customized Items: Non-returnable and non-refundable due to personalization. Exceptions include quality issues or significant imperfections caused by us.
Lost Package & Damage
- Lost Package: If your tracking information has not been updated for over 15 days, you are eligible for a full refund or a replacement order.
- Delivered but Not Received: If the tracking status shows “delivered” but you did not receive the package, we may require photographic or video evidence, or a lost package letter from the courier. With this documentation, you can choose a full refund, store credit, or a replacement.
- Damaged Items: If your items arrive damaged, please take photos or videos of the package and the damaged items. Contact us within 2 days of receipt, and we will offer a refund, store credit, or a replacement order.
Refunds
Once your issue is approved, we will process your refund within 24 hours. Multicustomize offers instant refunds to select customers, but the actual time for the refund to appear in your account depends on your payment provider’s processing time. You will receive a confirmation email once your refund has been issued. Based on our experience, the refund should be reflected in your account within 7 business days. If you haven't received your refund by then, please don't hesitate to contact us.
How to Initiate a Return, Exchange, or Refund
Let’s be real—there’s nothing more disappointing than a purchase that doesn’t work out. To make your return, exchange, or refund process as smooth as possible, here are a few tips:-
Make sure your order number, account details, email address, phone number, or tracking number are accurate and easy to read.
-
If you’ve received an item with significant defects or damage, please have clear, high-quality photos or videos ready to show the condition of the product. If your package is lost, a letter from the courier may be needed.
-
Be clear about what you’d like: whether it’s a return with a refund, store credit, or an exchange.