RETURN & REFUND POLICY
Once you make a purchase, please make sure you receive an automatic confirmation email (a transactional email informing customers that you received and/or processed orders). Please email to our Customer Support Team to check if you do not receive it.
If you want to return your product because you changed your mind, please return your item (following our guidance via email) in original condition (including all labels and tags intact) within 7 days from the date your parcel was received showing on the courier's system. Please note that a 20 percent restocking fee will be charged for these cases.
Shipping costs are non-refundable.
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ORDER MODIFICATION OR CANCELLATION
If you need to make any modifications or cancellations, please contact our Customer Support Team via [email protected] within the first 24 hours.
For orders over 24 hours old, they have already been put in production and can no longer be modified/canceled. If you still want to cancel, please note a 30 percent of production costs will be charged.
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PERSONALIZED ITEMS
Since your order is custom printed for you only with our unique designs, we are not responsible for refunds or exchanges due to incorrect fit issues or unexpected quality. Please refer to the materials and size chart available on each product page to choose the right size and make sure you know the materials.
Personalized orders with no text provided, we will send a request email to confirm the text, which will be printed on your chosen items. Your order will be processed with NO TEXT printed if we do not receive a reply from you within 24 hours.
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DEFECTIVE / INCORRECT ORDER
We are willing to offer you the replacement in the case that the items are defective or incorrect. We will issue a free replacement if the product you received is different from the one you ordered.
Once the packages are shipped out, the third party (the carrier) will handle it. So that some causes may happen while shipping, then you may receive a damaged item. We truly apologize for this inconvenience. Please contact us first, then provide us with your order number and some clear photos showing either the incorrect item, the print's low quality, or the item's damaged area, and we will come up with the most effective solutions to fully satisfy our customers.
We are not responsible for items damaged in shipping if you choose no insurance.
* Photo proof demonstrating the defective or damaged area of your order is required for a refund or exchange. The more detail you can give us the easier it is for us to resolve your problems and improve our future products!
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POOR QUALITY
Please make sure you read the materials carefully. Since our products are 3D printed, the material is almost polyester. We will not accept the refund/return just because customers do not like polyester. We will refund/replace for very thin clothes or printing issues or seam problems. Please take some clear photos and email us to check for more guidance.
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ORDER NOT RECEIVED
If you have not received your order within 60 days since the day placing orders, we will issue a full refund or free replacement. Please note this policy excludes customers' mistakes when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
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FAILURE TO DELIVER / RETURN TO SENDER
Please check your email confirmation carefully, and you should take responsibility for this matter as we allow an order modification within 24 hours. We are not responsible for resend/refund if the courier cannot ship due to an incorrect address.
If you refuse to sign the order without informing us, we will charge 20% as a handling fees.
For missed delivery attempt orders that got returned to Sender, first please help contact your local post office for a delivery arrangement.
We are not responsible for losing any package using PO Box or delivery at front door Mailboxes. If a package is returned to the Sender due to wrong address information and you want to resend the products, we will surcharge up to your orders' 50% value.
If a package is returned to the Sender by the shipping courier, we will reship the package to you for free under your provided address once.
If the package is returned to the Sender and you don't want us to resend it, we will refund and keep 20% as a handling fee.
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SALE ITEMS
Only regular priced items may be refunded. Sale items and Custom Items are not accepted for refund. Sale items are only accepted for exchange.
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HOW TO RETURN AN ITEM
Our customer support team is always willing to guide you on how to return your items. Please note that you will take responsibility for paying the shipping costs for the return.
Kindly follow our instruction:
1. Take a picture of the parcel and QR code outside the shipping label.
2. Provide us some photos showing the damaged items, outside and inside the original box.
3. Contact our Customer Support Team: [email protected] / [email protected]
4. Our Customer Support Team will provide you with our available warehouse's address.
5. Inform us of the tracking number stated on the shipping label provided by the postal service/carrier.
We will not be liable for any loss or damage of any nature without our instructions. Remember to keep a copy of your return shipping receipt.
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FORCE MAJEURE
We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, pandemics, etc. Please be patient that the delivery time might last a bit longer (5-7 weeks). After three (3) months and you still have not received the products, we will issue a full refund.
CELTIC CROSS
Address: 814 Mission Street, Suite 600, San Francisco, CA, 94103.
Monday–Friday, 9 am – 5 pm ET
Email: [email protected]