Day by day, we are dedicated to provide you diverse products with one-of-a-kind materials to celebrate moments, to tell your personal stories or to gift your important people in your life. Also, we effectively trained our staff as well as collaborated with our strategic partners to deliver professional yet strongly individualized customer experience.
If for any reason you are not satisfied with your order, please let us know. We’ll handle your issue on a case-by-case basis to make it right.
You should contact our support team by clicking HERE within 30 days of product delivery. The more information you have about the cause of the problem, the more easily you can help to resolve it. To expedite your request, please include the following information:
– Name On Order
– Your Order Number
– A detailed description of the problem
– Some photos illustrating the issue
– Whether you would prefer a replacement or refund
Please understand that we are not responsible for customer errors such as spelling or grammatical mistakes, quality issues with the original images, or ordering errors. Please review your orders carefully before placing them.
Please be reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately we can’t offer you a replacement or refund.
Also please be informed that placing an order means that you accept all the terms mentioned below:
At this time we do not offer Return in any case, we just offer replacement. If your item is defective, you don’t need to return the original item and we will resend you a replacement for free.
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee)
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We typically DO NOT accept refunds or replacement due to customer’s mistakes such as:
- Pick the wrong size, designs, colors, product, address, custom information, etc.
- Items that have been washed, worn, or soiled and damaged resulting from the customer’s handling.
- Failing to preview the design carefully to see if it’s well set (as all of our printing files are automatically generated exactly as same as the preview on our website)
So please review your order carefully before you check out to ensure your order is correct.
Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display
To file a claim, please send us an email to [email protected] and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us an image of the received package’s cover including the detailed shipping label so we can forward to our production department to investigate the problem
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
Refund Processing time
As soon as your request is approved, we will process the refund for the original source of funds used by the customer (card/PayPal balance).
If you use PayPal balance (PayPal balance), the amount will be refunded immediately to the PayPal account.
If you use the card as the funding source when sending this money to you, the refund will be returned to the card they originally used, and it may take 5 to 7 business days (except weekends) or up to 30 calendar days for the bank/card processor to process. you can directly contact the card issuer to check, as well as ask the bank to speed up the processing speed so that re-available the amount to the payment card.
For refund related to order cancellation, please check Cancellation & Modification.
Order not received
If your item has not arrived within 30 days for apparel products and 60 days for pillow covers, shoes or saddle bags….. after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
* All refunds are becoming to be issued after receiving the returned product and inspected it’s going to take up to 7 days to reflect in to your checking account we actually try hard to form our customers satisfied.
Customer contact 24/7
Mail : [email protected]
Address : The website is jointly operated by COZY TEE LIMITED registered address at Room 1D, 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONGKOK, KOWLOON, HONGKONG and SHARLOMAY LTD registered at Agion Theodoron 6 Agios Athanasios, 4102, Limassol, Cyprus. US warehouse address: 314 E Washington Ave, Riverton, Wyoming, USA