Refund policy

At Cordial Customs, every item is custom-made just for you. Because of this, our return and refund policy works a little differently than standard retail.

Custom & Personalized Items

Since our products are made to order with your chosen names, photos, dates, or messages, we cannot accept returns or exchanges for buyer's remorse, sizing preference, or a change of mind. Please review your personalization details carefully at checkout, as orders enter production quickly.

Damaged, Defective, or Incorrect Items

We stand behind the quality of our products. If your item arrives:

Damaged in transit
Defective (print quality issue, manufacturing flaw, etc.)
Incorrect (wrong item, wrong personalization due to our error)

please contact us within 7 days of delivery at contact@cordialcustoms.com with:

Your order number
Clear photos of the item (and packaging, if damaged in shipping)
A brief description of the issue

We will offer a free replacement or a full refund, at no additional cost to you.

Order Cancellations

Because production begins shortly after checkout, cancellation requests must be made within 12 hours of placing your order. Once an item enters production, it cannot be cancelled, changed, or refunded.

Lost Packages

If tracking shows your package as lost or significantly delayed beyond the estimated delivery window, contact us and we'll help track it down or arrange a replacement/refund per carrier guidelines.

Refund Processing

Approved refunds are issued to your original payment method within 5–10 business days. You'll receive an email confirmation once your refund has been processed.