Damaged or defective items
To be eligible for a refund or exchange, your item must arrive damaged or defective, remain unused and in the same condition you received it, and be accompanied by a clear photo of the issue.
Refund window
Please contact us within 5 days of delivery. Delivery dates are based on the tracking information provided by the carrier. After 5 days, we’re unable to offer a refund or exchange.
Sale items and personalized items are final sale, with no exceptions.
If you add initials using the personalization option, your item will not be personalized.
How to request a return
- Log in to your account, select the order and item you’d like to return, then choose “Return” to begin your request.
- If your request is approved, we’ll email you the next steps. Once your return is processed, the refund will be issued to your original payment method.
Exchanges
We replace items only when they arrive damaged or defective. Every request is reviewed with care, and we want to make sure you’re happy with your order. Please contact us with your order number, and we’ll reply with return instructions.
Return shipping
Please contact Customer Service before sending anything back so we can provide the correct return instructions.
For damaged or defective items, we’ll send a prepaid return label by email. For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of a return sent without tracking.
Order cancellations
If you need to cancel an order, please reach out as soon as possible. Orders are processed after 24 hours, and cancellations cannot be accepted once processing has begun.
Late or missing refunds
- First, check your bank account again.
- Then contact your credit card company. It can take time for a refund to post.
- Next, contact your bank. Processing times can vary.
- If you’ve completed these steps and still have not received your refund, email hello@wandavioladesigns.com.