Returns & Replacements

Most personalized items can be replaced or refunded when there is verified damage, a production defect, or a fulfillment error.

Ready-made designs (products we print from our own catalogue) can also be returned within 30 days of delivery if they are unused and in their original condition; contact us first with your order number. Approved refunds are sent to the original payment method within 10 business days. See the full returns & refunds policy.

Which situations are eligible?

We cover these cases:

• The item arrives damaged or cannot be used.
• The wrong product, size, color, or phone model was shipped.
• The printing has a clear production defect.
• The package is lost after the carrier accepted it.

What information do you need to send us?

Send your order number, a short description of the problem, and clear photos of both the item and its packaging. Photos of the packaging matter because they show whether damage happened in transit or after delivery.

How do you start a request?

Contact our support team and include your order number. Include a short description of the problem, and photos of the item and the packaging.

What happens if my personalized order has a problem?

Personalized items are made for one customer, so they are not eligible for change-of-mind returns where applicable law allows an exception. We still replace or refund:

• Verified production defects in the print
• Damage in transit
• Fulfillment errors, including wrong size, color, or model shipped

If the defect was caused by the uploaded file itself — for example, a low-resolution image that printed poorly — that is not a production defect. Our printing guide covers how to prepare artwork so this does not happen.

What resolution options are available?

• A replacement, made at no extra product charge
• A refund to the original payment method
• Store credit, when you request it

We will confirm which option applies when we review your request.

How do I track the status of my order?

Use the order status page with your order number and the email you used at checkout. It shows production and carrier updates once your order has been dispatched.

Where do I ask about a delivery estimate?

Delivery options and windows are set out in our shipping and delivery policy. The estimate for your specific order is shown before you pay.

What if I ordered the wrong size by mistake?

Choose your model carefully before ordering. Sizes are listed in how to choose a tumbler size, with the capacity, dimensions and price of all five models side by side.

If you order the wrong size and want to change it, contact support as early as possible. If the item has not entered production yet, we may be able to update the order. Once an item has been produced, it falls under the personalized order rules above.

How long does a request take?

We review requests in the order they arrive. Replacement items are printed to order, so a replacement follows the same delivery window as a new order — the estimate is confirmed when the replacement is created.

A refund to the original payment method is issued once the request is approved. The time it takes for the funds to appear depends on your payment provider.

What if I want a refund but I no longer have the packaging?

Photos of the packaging are requested because they help identify where the damage occurred. If you no longer have it, tell us — we will still review the request, but the packaging photo makes the case faster.

Can I return an item because I simply changed my mind?

Personalized items are excluded from change-of-mind returns where applicable law allows. This is a direct consequence of how they are made: a custom item is produced for one customer and has no resale value on its own.

If you have a special request or a situation that is not covered here, contact support and describe it. We review each request on its own merits.

Do you refund the shipping cost?

When an item is refunded because of a production defect, transit damage, or a fulfillment error, the product cost is refunded. Original shipping charges are handled according to the resolution we agree for your request.

How do I raise an issue that is not a return?

For a question that is not a return or replacement — a design question, a special request, an order you want to modify — use contact support. Include your order number whenever the question relates to a specific order.