Refund policy
At SupSouvenir, we know that personalized gifts aren’t just products — they are expressions of love, memory, and connection. We take great care in crafting each order to ensure it reflects your expectations.
Because of the custom nature of our products, this policy applies globally and is designed to be fair, transparent, and consistent with applicable consumer protection laws.
🔹 Can I Return a Custom Item?
Since our products are made-to-order and customized specifically for you, we generally do not accept returns or exchanges unless there is an error on our part (such as defects, damage, or incorrect customization).
Once production has started, the order can no longer be changed, modified, or canceled.
Please note: personalized and made-to-order items are generally not eligible for change-of-mind returns or cancellations because they are produced according to your specifications.
🔹 Eligible for Return, Replacement, or Refund
We will gladly offer a replacement or refund if:
- You received the wrong product
- Your item arrived damaged or defective
- The personalization details (e.g. names, dates, color, size) differ from what you submitted
Please contact us within 14 days of delivery at service@supsouvenir.com and provide:
1. Your order number
2. A description of the issue
3. Clear photos showing the problem
🔹 Not Eligible for Return or Refund
We are unable to offer returns, exchanges, or refunds in the following situations:
1. Spelling, dates, names, photos, or customization information provided incorrectly by the customer.
2. Change of mind after placing the order.
3. Incorrect item, color, size, or design selected during checkout.
4. Items damaged due to misuse, improper care, accidents, or normal wear and tear after delivery.
5. Delivery delays caused by carriers, customs clearance, weather conditions, or other circumstances outside our control.
6. Requests submitted more than 30 days after delivery.
Please note that shipping timeframes are estimates and are not guaranteed delivery dates.
🔹 Order Cancellation Policy
Because our products are personalized and begin processing quickly, cancellation requests must be submitted as soon as possible.
Orders can only be canceled or changed before production begins.
Once an order has entered production, it can no longer be modified or canceled.
To request a cancellation, please contact service@supsouvenir.com immediately after placing your order.
🔹 After Shipment
Once an order has been shipped, it is considered fulfilled and cannot be changed, modified, or canceled.
Any post-delivery concerns will be handled in accordance with this Refund & Return Policy.
🔹 Delivered Packages
Packages confirmed as delivered to the shipping address provided at checkout are generally not eligible for refund.
However, if you believe there is a delivery issue, please contact us promptly. We will work with you and the carrier to investigate the situation where appropriate and as required by applicable law.
🔹 Refund Process
Once a refund is approved, it will be issued to your original payment method.
Please allow approximately 3–7 business days for the refund to appear, depending on your bank or payment provider.
🔹 Return Instructions
To request a return or assistance:
- Contact service@supsouvenir.com
- Provide your order number, issue description, and clear photos (if applicable)
- Our team will review your request
- If approved, return instructions will be provided
Unless the return is due to our error (such as a defective or incorrect item), return shipping costs are the responsibility of the customer.
Customs duties, import taxes, brokerage fees, and similar charges are non-refundable because they are collected by local authorities rather than SupSouvenir.
Approved return shipments must be sent with all duties and taxes prepaid. We cannot accept packages that require payment upon delivery.
Items must be returned in their original condition whenever applicable.
🔹 EU Customers – Right of Withdrawal
Consumers residing in the European Union generally have the right to withdraw from distance purchases within 14 days without giving a reason.
However, pursuant to Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods that are made to the consumer’s specifications or are clearly personalized.
Because most products sold by SupSouvenir are personalized and made according to customer-provided names, dates, photos, messages, or other custom details, these products are generally exempt from the 14-day right of withdrawal.
If your order includes both personalized and non-personalized products, withdrawal rights may apply only to eligible non-personalized items.
For questions regarding withdrawal rights, please contact service@supsouvenir.com.
💬 Need Help?
We’re here to help.
📩 service@supsouvenir.com
Please include your order number whenever possible so we can assist you more quickly.
💛 Your Happiness, Our Commitment
We are honored to be part of your meaningful moments. If something isn’t right, we will always do our best to resolve it fairly, respectfully, and quickly.