Refund policy

At SupSouvenir, we know that personalized gifts aren’t just products — they’re expressions of love, memory, and connection. We take great care in crafting your order, and we want every piece to arrive just as you imagined. That’s why we’ve created a fair and thoughtful return policy that reflects both our commitment to quality and the unique nature of custom-made items.

🔹 Can I Return a Custom Item?

Since our products are made to order and customized just for you, we generally do not accept returns or exchanges unless there is a mistake on our part (e.g. defects, damage, or incorrect customization).

🔹 Eligible for Return or Exchange (Full Coverage)

We will happily offer a free return or replacement if:

1. You received the wrong product.

2. Your item arrived damaged or defective.

3. The personalization details (e.g. names, dates, color, size) differ from what you submitted.

📩 Please email service@supsouvenir.com within 14 days of delivery with your order number and clear photos of the issue.

🔹 Not Eligible for Return or Exchange

We’re unable to offer returns or exchanges for the following:

1. Spelling or customization errors made by the customer.

2. Change of mind or wrong item selected at checkout.

3. Items damaged by misuse, improper care, or chemical exposure.

4. Requests made more than 30 days after delivery.

5.  Any delays caused by the carrier will not be refunded.
Please always give some extra days when placing an order to avoid late shipments or other problems.

🔹 Order Cancellations

Our production process begins quickly — usually 1-5 business days.

1. Within 24 hours of payment: Free cancellation or change.

2. After 24 hours and before shipping: 50% restocking fee applies.

3. After shipment: Orders cannot be canceled or changed.

🔹 Refund Process

Once your return is approved, we’ll issue a refund to your original payment method within 3–7 business days.
⚠️ Promotional gifts or free items must be returned with your order to qualify for a refund.

🔹 Return Instructions

1. Contact our support team at service@supsouvenir.com.

2. Provide your order number, description of the issue, and photos if applicable.

3. After approval, we’ll send you the return address and shipping instructions.

4. You are responsible for return shipping unless the return is due to our error.

5. Items must be returned in original condition and packaging.

💬 Still Have Questions?

We’re here to help!
Email: service@supsouvenir.com
Please also visit our FAQ section for quick answers to common questions.

💛 Your Happiness, Guaranteed

We’re honored to be part of your meaningful moments. If something didn’t go as expected, we promise to do everything we can to make it right — with care, respect, and a human touch.