Refund policy

Customer Satisfaction Guaranteed means we work to make sure our products meet your expectations: they match their descriptions, are of good quality, and ship within the expected timeframe, especially during important holidays. It is not a blanket money-back guarantee. Returns, refunds and replacements are handled under the terms below.

To be eligible for a return or exchange, your item(s) must be unused, unworn and in the original condition and packaging, and the return must be requested within 30 days of purchase. After 30 days we cannot process returns or exchanges.

To start a return, email customerservice@ornamentallyyou.com with the subject "Return Request" and include your name, address and order number.

Personalized and sale items are final sale and cannot be returned or exchanged, unless they arrive damaged or incorrect (see below). Non-personalized items (figurines, plush, apparel) follow the 30-day return window above.

Once we receive and inspect your return, we will email you. If approved, the refund goes to your original payment method within 3 to 6 business days and covers the item price and applicable taxes. Original shipping costs are non-refundable, and return shipping costs are deducted from your refund.

• Damaged: email a photo of the item with your name, address and order number to customerservice@ornamentallyyou.com. All damaged orders are eligible for a refund or replacement.
• Wrong item: contact us with your name, address and order number. We will send the correct item or refund you, and we ask that you ship the incorrect item back to us. You are welcome to keep it if you prefer not to return it.
• Lost in transit: if tracking shows no movement, contact us. We will open a claim with the carrier and, once the item is confirmed lost, send a replacement or refund. All lost orders are eligible for a refund. If the item turns up later, please contact us and return it.
• Delayed: shipping times are estimates and can be affected by weather, holidays and carrier issues. Delayed orders are reviewed individually and are not automatically refunded. Contact us and we will look into it. 
• Returned to us undelivered: if a package comes back because of an invalid address, we will reship once the shipping cost is paid through our PayPal account at customerservice@ornamentallyyou.com. This also applies to items that shipped for free. If you changed your mind about the item, we will refund the item cost minus our shipping costs.

Contact us as soon as possible at customerservice@ornamentallyyou.com with the subject "Cancel Request" and include your name, address, order number and the reason for cancellation. Orders that have started processing cannot be cancelled.

If you do not comply with the conditions above, we reserve the right to refuse the return or exchange, or to impose different or additional conditions. For questions, contact customerservice@ornamentallyyou.com.