Can I request a refund?
Due to the custom nature of our products, we cannot offer returns or refunds once you have approved your order.
The only circumstances in which we may issue a refund are:
-
If you receive a broken or damaged product, we will either reship the product free of charge or, if explicitly requested, issue a refund.
Refunds cannot be issued for the following reasons:
-
Change of mind
-
Dissatisfaction with the design (after approval)
-
Personal circumstances
For products with a design preview sent via email:
-
Before approval, we offer free design reviews to ensure your complete satisfaction within 24-72 hours after placing your order.
-
You are welcome to request changes, and we will work with you to refine the design.
-
If, after revisions, you are still unsatisfied, you may request a refund before the design is approved.
-
If we do not receive a response within 3 days, we will send a confirmation email to you again, if still no response within one week, your order will be held on. You can contact us for a cancellation or continue your order.
- If you would like to order a new piece with modifications because your design was auto-produced, please contact us—we’ll do our best to assist you.
Contact us
If you have any concerns or questions about your order, feel free to contact us at support@initialove.com. We’re here to help!