Returns & Exchanges

Custom-Made Products

All Snoutique products are custom-made to order based on your selected design, color, size, and personalization options. Because each item is produced individually to your specifications, we cannot accept returns or exchanges for change of mind, buyer's remorse, or incorrect customization choices made by the customer (e.g., selecting the wrong size, color, or design).

Please double-check all selections — including size charts where applicable — before completing your purchase.

What Qualifies for a Replacement or Refund

We will gladly provide a free replacement or full refund if your item:

• Arrives with visible damage from shipping (crushed, torn, broken)
• Has a production defect (misprinted design, incorrect embroidery, poor stitching, cracked ceramic, peeling print)
• Is materially different from what you ordered (wrong design, wrong product type, wrong color)
• Never arrives and is confirmed lost by the carrier

Please note: Minor variations in color, texture, or print placement are inherent to custom print-on-demand manufacturing and differences between screen displays and physical products. These are not considered defects and do not qualify for a replacement or refund.

Damaged or Defective Items

If your item arrives damaged or with a production defect, contact us within 30 days of delivery with:

• Your order number
• Clear photos showing the damage or defect
• A brief description of the issue

Once we verify the issue, you can choose either:

• Free replacement — a new item produced and shipped at no cost to you, typically within 1–3 business days of approval
• Full refund — issued to your original payment method within 3–5 business days of approval. Refunds include the product price; original shipping costs are refunded only if the entire order was affected

You do not need to return the damaged or defective item unless we specifically request it. If a return is requested, we will provide a prepaid return label at no cost to you.

Wrong Item Received

If you receive an item that is different from what you ordered (wrong design, wrong product, or wrong variant), contact us within 30 days of delivery. We'll ship the correct item at no additional cost. If we need the incorrect item returned, we'll provide a prepaid return label.

Partial Orders

If only some items in a multi-item order arrive damaged, defective, or incorrect, we will replace or refund only the affected items. The unaffected items are not eligible for return or refund.

Lost or Missing Packages

If your tracking shows "delivered" but you haven't received your package:

1. Check with neighbors, household members, and any secure delivery locations
2. Contact your local post office or carrier facility
3. Wait 2–3 business days — packages occasionally show as delivered early

If the package is still missing, contact us within 30 days of the delivery date shown in tracking. We'll open an investigation with the carrier. If the package is confirmed lost, we'll reship your order at no charge or issue a full refund — your choice.

If tracking does not show delivery and your package hasn't arrived within 15 business days of your order, contact us and we'll investigate. For more details, see our Shipping Policy.

Order Cancellations

Because our products are made to order, production begins immediately after your payment is confirmed. Once an order has been submitted to our fulfillment partner, it generally cannot be cancelled or modified.

If you need to cancel or change an order, contact us at support@snoutique.shop as quickly as possible. We will do our best to accommodate your request, but we cannot guarantee cancellation or changes once production has started. Orders that have already shipped cannot be cancelled.

Exchanges

We do not offer direct exchanges (e.g., swapping for a different size or color) because each item is custom-produced. If you receive a defective or incorrect item, we will send a replacement of the same item you originally ordered. If you would like a different variant, we recommend placing a new order.

Claim Deadlines

All claims for damaged, defective, incorrect, or missing items must be submitted within 30 days of the delivery date (or expected delivery date for lost packages). Claims submitted after this window may not be eligible for a replacement or refund, at our sole discretion.

Abuse of Policy

We reserve the right to limit, refuse, or revoke replacement and refund requests if we detect patterns of abuse, excessive claims, or fraudulent activity associated with an account or email address. This includes, but is not limited to, repeatedly claiming items as damaged without sufficient evidence, or filing claims on a disproportionate number of orders.

How to Submit a Claim

Email us at support@snoutique.shop with:

• Your order number
• Photos of the issue (for damaged or defective items)
• A brief description of what went wrong

We aim to respond within 24 hours on business days (Monday–Friday, excluding U.S. federal holidays). Most claims are resolved within 1–3 business days.

Your Rights

Nothing in this policy limits your rights under applicable consumer protection laws. If you are located in a jurisdiction that provides additional statutory rights regarding returns, refunds, or product warranties, those rights apply in addition to this policy.

For questions about this policy or to discuss a specific situation, please don't hesitate to contact us. We're here to help.