Refund / Return Policy
Most DiyGiftly products are personalized or made to order. Because these items are created specifically for each customer, changes, cancellations, returns, and refunds depend on whether production has started.
If you have a question about an order, email support@diygiftly.com and include your order number.
Order Changes and Cancellations
If you need to request a change or cancellation, contact us as soon as possible and include your order number and the requested change.
We will review your request, but we cannot guarantee that an order can be changed or canceled. Once production has started, the order cannot be changed, canceled, returned, or refunded for change-of-mind reasons.
Personalized and Made-to-Order Items
Personalized and made-to-order items are created specifically for you and cannot be resold. Once production has started, these items are not eligible for return or refund because you changed your mind, selected the wrong option, or no longer want the item.
Please review all names, dates, photos, spelling, product options, sizes, colors, and shipping information carefully before completing your order.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or different from the personalization submitted with your order, email support@diygiftly.com.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Photos of the packaging, if it was damaged during delivery
We will review the information and provide an appropriate resolution. Depending on the issue, the resolution may include a replacement, remake, or refund.
The restriction on change-of-mind returns does not prevent customers from contacting us about items that arrive damaged, defective, or different from the submitted personalization.
Non-Personalized Items
For an item that is not personalized or made to order, contact us before returning it. Return eligibility depends on the product type, its condition, and the reason for the return.
Return Authorization
Do not return an item before receiving return instructions from us. The address shown on a package may not be the correct return address.
Returns sent without authorization, sent to an incorrect address, or sent using cash on delivery may be refused.
Return Shipping
Return shipping arrangements depend on the reason for the return. If an item is confirmed to be damaged, defective, or incorrect, we will provide instructions and confirm the available resolution.
For any other approved return, we will confirm the return address, shipping requirements, and responsibility for return shipping before the item is sent.
Incorrect Shipping Address
Customers are responsible for checking the shipping address before completing an order. If your order has not been dispatched, email us as soon as possible to request an address correction.
We cannot guarantee that an address can be changed. Orders delivered or returned because of an incorrect or incomplete address supplied by the customer are not eligible for a refund solely for that reason.
Refund Processing
If a refund is approved, we will notify you by email. The refund will be issued to the original payment method.
After a refund has been issued, the time required for it to appear in your account depends on your bank, card issuer, or payment provider.
Late or Missing Refunds
If you have received a refund confirmation but the refund has not appeared, first check your bank or payment account and then contact your card issuer or payment provider.
If you still need assistance, email support@diygiftly.com with your order number.
Nothing in this policy limits any rights that may apply under applicable consumer protection laws.