At CustomlyCo, each item is personalized and made especially for you. Because of the customized nature of our products, our return and refund policy differs slightly from standard retail items.

Please review the following policy carefully.

Order Cancellation:

Orders can be canceled within 12 hours after purchase.

If you need to cancel your order, please contact us as soon as possible at:
support@customlyco.com
Once your order has entered the production process, it can no longer be canceled.

Returns:

Because our products are customized and made to order, we generally do not accept returns or exchanges unless the item arrives damaged, defective, or there is an error in the personalization caused by our team.

Please make sure all customization details (such as names, text, or design selections) are entered correctly when placing your order.

Damaged or Defective Items:

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order.

When contacting us, please include:

• Your Order Number

• A brief description of the issue

• Clear photos of the product and packaging

Once our team reviews the issue, we will offer an appropriate solution such as a replacement or refund.

Personalization Errors:

If the error is caused by incorrect information provided during checkout (for example, misspelled names or incorrect customization details), we may not be able to offer a refund or replacement.

Please double-check all customization details before completing your order.

Refund Processing:

If a refund is approved, it will be issued to your original payment method.

Please allow 3-5 business days for the refund to appear in your account depending on your bank or payment provider.

Contact Us

If you have any questions about our return and refund policy, please feel free to contact us.

Email: support@customlyco.com

Our customer support team will respond within 24 business hours.