Return and Refund Policy

At BoutiqueCustom, every item is made to order and personalized for each customer. Because products are customized, we do not accept general returns or exchanges for reasons like changing your mind or ordering the wrong size. However, if your order arrives defective, damaged, misprinted, incorrect, or is lost in transit, we will promptly make it right by offering a free replacement or a full refund.

What you need to know — summary

Report issues within 30 days of delivery.
Provide your order number and clear photos of the problem item.
In most eligible cases, you do not need to send the product back.
Refunds are processed in 1–3 business days after approval; banks may take 5–10 business days to post the funds.
Orders can be cancelled or modified within 2 hours of purchase only.

Detailed Policy

1. Eligibility for Replacement or Refund

We will provide a free replacement or full refund if your order meets any of these conditions:

The item is misprinted (wrong design printed).
The item is defective or damaged (manufacturing fault, broken seam, major print error, etc.).
The wrong product, size, or color was shipped by our team.
The order was lost in transit (carrier confirms loss).

Important: To help us assess and resolve your request quickly, please include clear, close-up photos of the issue and your order number when contacting support.

2. How to Submit a Claim

Please contact our Customer Support team by email:

Email: cs@boutiquecustom.com

In your message include:

Your order number.
A short description of the issue.
At least two clear photos showing the defect, misprint, damage, or incorrect item. If missing items are claimed, include photos of the entire shipment/package and packing slip if available.

After we receive your email we will review the case and reply with next steps within 48 business hours (often sooner).

3. Do I need to send the item back?

In most eligible cases, you do not need to send the item back. We will ask for photos and may, at our discretion, request the item be returned for investigation in rare situations. If we require a return, we will provide instructions and, whenever applicable, a prepaid return label.

4. Refunds — Timing & Method

When a refund is approved:

We process refunds within 1–3 business days after approval.
Depending on your bank or payment provider, it may take an additional 5–10 business days for funds to appear in your account.
If you haven’t received your refund within 10 business days of our approval, please contact your bank first. If your bank cannot locate the refund, email us at cs@boutiquecustom.com and we will assist.

5. Replacements

If we approve a replacement, we will:

Produce and ship the corrected item at no extra charge to you.
Use the same shipping address on the original order unless you notify us otherwise and the change is permitted.
Provide tracking information once the replacement ships.

6. Lost or Missing Orders

If tracking shows your order was not delivered or the carrier confirms it is lost:

Contact us with your order number and tracking details.
If the carrier confirms loss, we will either resend your order (free replacement) or issue a full refund.

7. When We Cannot Provide a Replacement or Refund

We are unable to issue a refund or replacement in the following situations:

You ordered the wrong size, color, or design (customer error).
You provided incorrect or incomplete shipping information at checkout.
You changed your mind or no longer want the item.
The item has been worn, washed, altered, or damaged by the customer after delivery.
The claim is submitted more than 30 days after delivery.

Because items are custom made for each order, we cannot restock or resell returned customized items. This is why the policy restricts general returns.

8. Returned to Sender & Refused Packages

Packages may be returned to sender or refused by the carrier for reasons such as:

Invalid or incomplete address information.
Carrier unable to deliver due to recipient absence or refusal at delivery.

If a package is returned to us because the address provided was incorrect, we will contact you to confirm next steps. You may be responsible for any additional shipping charges to resend the order unless the return was due to our error.

9. Exchanges & Size Changes

We do not offer standard exchanges for size/color preference because products are printed per-order. If you need a different size, please place a new order. If your original order arrived incorrectly due to our error, we will send the correct item at our expense after verification.

10. Cancellation & Order Modifications

Because production begins quickly on made-to-order items:

Orders can be canceled or modified within 2 hours of placement. To request a cancellation or change, email cs@boutiquecustom.com immediately and include your order number. We will confirm whether the change was possible.
After the 2-hour window, orders are locked for production and cannot be canceled or modified unless they meet our eligibility criteria for defective/damaged/lost items.

11. Proof & Documentation

Keep any photos, order confirmations, and carrier tracking information related to your order. If you are asked to provide proof of postage or proof of damage, these documents will speed up resolution.

FAQ

Q: Can I return my order if I don’t like it?: A: No — we do not accept returns for change of mind because every product is customized per order.
Q: What should I do if the print is wrong?: A: Email cs@boutiquecustom.com with your order number and clear photos showing the misprint. We will verify and send a free replacement or refund.
Q: Do I need to send the damaged item back?: A: Usually not. Provide photos and we will advise. If we require a return for investigation, we will provide instructions and may supply a prepaid return label.
Q: How long do I have to report a problem?: A: Report any eligible issue within 30 days of delivery. Claims filed after 30 days cannot be processed.
Q: How long does a refund take?: A: We process refunds within 1–3 business days after approval. Your bank may take 5–10 business days to post the refund to your account.