Returns and Custom Item Policy
Every piece is personalized and made to order, one at a time, from your own photo.
If we get it wrong, we replace it at no cost.
The promise
We make it right if we get it wrong
We replace it at no cost if:
- You receive the wrong item or size.
- It is misprinted, or does not match the proof you approved.
- It arrives damaged in transit.
48 hours
Send us a photo within 48 hours of delivery. If we can’t replace it, we’ll refund you in full.
Change of mind is not a return
We are not able to accept returns for change of mind. There is no shelf to put a personalized piece back on. All personalized items are final sale.
The proof step prevents most issues
Before we send your order to production you see a digital proof of the final design and approve it. That approval is your quality check.
Delayed orders
If we can’t ship your order by the time we promised, we’ll email you, and you can choose to wait or cancel for a full refund of anything not yet shipped. Once your order ships, carrier delays, weather and holiday volume are outside our control.
How to start a claim
Within 48 hours of delivery, email hello@sweetum.co with your order number, a photo showing the issue, and a quick note about what happened.
We will get back to you within 2 business days.