Returns & Refunds Policy

Return Policy

At Custom Love, our philosophy is simple:
You should treasure your piece from the moment it arrives.

If something is not as it should be, we will personally work with you to restore your complete confidence and satisfaction.


30-Day Satisfaction Promise (Non-Personalized Pieces)

For non-personalized collections, we offer a 30-day satisfaction promise from the date of delivery.

To be eligible for return:

  • The piece must be unworn and in pristine, original condition

  • All original packaging and inclusions must be intact

  • Return shipping costs are the responsibility of the client

Refunds are processed within 2–7 business days after the piece is received and inspected.

Before sending any item back, please contact us at support@custom-love.co so we may provide the appropriate return instructions.

We are also pleased to offer exchanges should you prefer an alternative piece.


Personalized & Bespoke Creations

Each personalized or custom piece is crafted exclusively for you.
 For this reason, these items cannot be returned due to change of preference.

However — if something is not correct, we will make it right.

If We Made an Error

Examples include:

  • Incorrect engraving

  • Misalignment

  • Manufacturing defect

Please contact us within 7 days of delivery.
 We will remake and replace your piece at no additional cost.

If There Was a Spelling Error Provided at Checkout

We understand that oversights happen.
 Contact us and we will extend a preferential remake rate to ensure you still receive a piece you truly love.

Our intention is never for you to feel disappointed — only delighted.


Exchanges (Our Preferred Resolution)

For sizing adjustments or “not as expected” situations, we prioritize refined exchange solutions over refunds.

Depending on the circumstance, we may offer:

  • Complimentary exchange

  • Partial store credit

  • Preferential remake pricing

This approach allows us to maintain exceptional craftsmanship standards while extending greater value to our clients.


Damaged Items

If your piece arrives damaged:

  • Contact us within 7 days of delivery

  • Provide clear photographs of the concern

  • We will arrange a complimentary replacement

30-Day Craftsmanship Protection

We extend replacement protection for manufacturing-related damage for up to 30 days from delivery, provided:

  • Initial contact was made within 7 days

  • The damage is not caused by misuse, water exposure, or external force

In most cases, we do not require the return of damaged pieces.


Shipping Delays

If your order has shipped, we kindly ask that you wait for delivery before contacting us for further assistance.

If your package experiences a significant transit delay (over 30 days), we will either:

  • Send a replacement, or

  • Issue a full refund


Missing or Marked Delivered Packages

If tracking indicates “delivered” but you have not received your parcel:

  • Contact us within 7 days

  • We will initiate a carrier investigation

If the parcel cannot be located, we will collaborate with you on a replacement solution.

You deserve to receive what you entrusted us to create.


Failed Delivery / Incorrect Address

If delivery fails due to an incorrect address or failure to collect:

  • We will reconfirm the shipping details

  • We will arrange reshipment

Additional shipping fees may apply.

We kindly ask that you review your delivery details carefully at checkout.


Order Cancellations

If Your Order Has NOT Entered Production

You may request cancellation for a full refund if:

  • The item has not yet entered production

  • The cancellation request is made within 1 hour of purchase

Refunds are processed within 2–7 business days.

If Your Order Is Already In Production

As personalized pieces are crafted specifically for you, cancellations are no longer possible once production has begun.

However, depending on the situation, we may offer:

  • Store credit

  • Preferential remake options

  • Partial refund in exceptional circumstances


Our Commitment

We are a dedicated team devoted to craftsmanship and client care.

If something feels unresolved or unsatisfactory, please reach out.
 We are here to ensure your experience reflects the same excellence as the piece you wear.

Email: support@custom-love.co