Returns & Refund Policy

Not happy with your new purchase? Please get in touch with our customer support so we can find the best solution and help you in solving your problem.

Receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message via support@ciaocustom.com with the following info:

  • Your name
  • Your order number and product name (this can be found on your order confirmation email)
  • Picture of the fault / incorrect item

We will soon get back with proper solution.

Note: We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size/ faulty items. For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps.

Exchange or Refund

Your satisfaction is our #1 priority.

We will process a replacement without any extra fee on your part if you have one of the problems below:

  • Non-receipt of the product within the guaranteed time (30 business days)
  • Receipt of a wrong item (wrong customized information on the product, wrong product or blurry product)
  • Receipt of a damaged product (broken)

Note:

In case you do not want a replacement, you can request for a refund. Since our product is custom printed for only you, we do not take returns.

Our refund policy lasts 30 days. Therefore, we are unable to provide you with a refund or exchange after 30 days have passed since the day you received the products.

We do not process a refund in the following cases:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)
  • Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country's customs, being delayed by a natural disaster, showing "delivery" in the tracking system, having been shipped into your mailbox but gotten lost)
  • The product is already washed, worn and used

* Submit refund requests within 30 days after the guaranteed period for delivery (30 days) has expired. You can do this by sending an email via support@ciaocustom.com.

If your request is approved, the refund will be credited to your account or to the original method of payment within 7 business days.