Return & Refund Policy

At DearlyCustom, we are committed to providing high-quality products and ensuring our customers have a pleasant shopping experience. However, if you are not entirely satisfied with your purchase, we’ll do our best to assist you.

For any exchange or refund requests, please contact us at vip@dearlycustom.com.

Important Notes:

  • Custom Orders: Once sold, custom products cannot be canceled or returned unless there is a quality issue. Please double-check all customization details, including size, shipping address, and design, before placing your order. If you need to modify your order, contact us immediately. While we will do our best to accommodate your request, we cannot guarantee changes once production has started.
  • Non-Custom Orders: Cancellations or modifications may be possible if your order has not yet been fulfilled.

Returns

We accept returns within 30 days from the date the carrier marks your package as delivered.

Conditions for Returnable Items:

  • Only non-customized products are eligible for return.
  • Items must be in unused, unworn, unwashed, and re-sellable condition.
  • Discounted items are not eligible for return.

How to Initiate a Return:

  1. Contact our after-sales team via email at vip@dearlycustom.com 
  2. Provide your Order Number and the full name used to place the order.
  3. Include a brief explanation of the reason for your return.
  4. Once approved, we will provide you with a return shipping label. If the return is due to personal reasons (e.g., wrong size, change of mind), you will be responsible for the return shipping cost.

    Damaged, Defective, or Incorrect Items

    We take great care to ensure that your orders are securely packaged and arrive in perfect condition. However, if you receive a damaged, defective, or incorrect item, please follow these steps:

    1. Email us at vip@dearlycustom.com within 30 days of receiving your order.
    2. Attach a clear photo of the damaged or incorrect item.
    3. We will either provide a full refund or arrange a free replacement.

    Please note: Slight color differences or material variations may occur due to different production batches or suppliers. These are not considered quality issues.

    Refund Processing

    • Once your return is received and inspected, we will process your refund within 48 working hours.
    • Refunds will be issued to your original payment method within 2-3 business days after approval.

    Order Cancellation

    • Please note that custom products cannot be cancelled, as our painters and designers will begin work and purchase the raw materials needed for production as soon as we receive your order.
    • For non-custom orders we can make changes or cancellations if your order has not yet been fulfilled. 

    Lost or Missing Items

    • If your package is lost in transit, we will offer a full refund or send a free replacement.
    • Please ensure your shipping address is correct when placing your order. We are not responsible for items delivered to incorrect addresses provided by the customer.
    • After the carrier marks the package as delivered, we cannot accept refund requests based on claims of non-receipt.

    Thank you for supporting DearlyCustom! If you have any questions or concerns, feel free to reach out to us at vip@dearlycustom.com. We’re here to help make your shopping experience smooth and enjoyable.