Replacement and Refund Policy

For replacement and refund requests, contact us on our Facebook Page so we can assist you.

We accept returns within 3 days after receiving and opening the box. This gives you generous time, as we understand some customers order in advance for a special occasion.

An unboxing video and photos showing the condition of the items when you received them are required for us to process your replacement or refund request.

We cater to replacements and refunds for the following reasons:

• Change of mind
• Shipping delay, where the gift does not arrive on the date of the occasion
• Wrong items ordered
• Wrong items delivered
• Missing items in the box

1. Change of Mind

Refund

For change of mind requests, customers will shoulder the shipping fees for returning the products to us in good condition.

If the packaging has been tampered with and can no longer be reused, a ₱100 Packaging Fee will be deducted from your refund.

Replacement

Customers will shoulder the shipping fees for returning the products to us in good condition, and for the re-delivery of the exchange items.

Kindly wait for the item to be returned to us before we issue your replacement or refund.

2. Shipping Delay and the Gift Does Not Arrive on the Date of the Occasion

Major Delay

If you would like a refund because J&T Express was not able to deliver your order within the time frame, we will issue a full refund once the order has been returned to us.

Lost in Transit

If you would like a refund because J&T Express lost your order in transit, we will issue a full refund once we receive confirmation from J&T that the order was lost in transit. This does not happen often, but if it does, we will take responsibility.

3. Wrong Items Ordered

Wrong gift or items ordered by the customer

Customers will shoulder the shipping fees for returning the products to us in good condition, and for the re-delivery of the exchange items.

Kindly wait for the item to be returned to us before we issue your replacement or refund.

4. Wrong Items Delivered

If we make a mistake and send you the wrong order, we will shoulder the shipping cost of returning the wrong item to us. We will also promptly ship out your correct order.

5. Missing Items in the Box

If we make a mistake and miss an item in your order, we will issue a refund for it if you prefer. If you would rather we send the missing item, we will promptly ship it out at no additional shipping cost.

Return Conditions

To be eligible for a return or exchange, your item must be in the same condition that you received it: unused, with tags, and in its original packaging.

To start a return, exchange, replacement or refund request, contact us on our Facebook Page or WhatsApp.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or not in accordance with your custom specifications, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable and Non-Refundable Items

Unfortunately, we cannot accept returns or refunds on our Customized Magic Mug and Sintra Frame products. These are made to order with your printed photos, so we are not able to reuse them.

We also do not accept used or consumed items, such as opened chocolates or other products showing signs of use.