Return Policy

Customized Products

Many Customello products are personalized and made to order. Because customized items are created specifically for each customer, we generally cannot accept returns or cancellations for personalized products once production has started, unless the item arrives damaged, defective, misprinted, or materially different from the order.

Please Review Your Personalization

Customers are responsible for checking names, dates, photos, messages, spelling, product options, sizes, colors, and shipping address before submitting an order. We may not be able to change or cancel an order after production begins.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, please contact us within 14 days of delivery at customellosupport@gmail.com.

Please include:

• Your order number
• A clear photo or video of the issue
• A photo of the shipping label or package, if relevant
• A brief description of the problem

After review, we may offer a replacement, refund, or other appropriate solution.

Non-Returnable Situations

We may not be able to offer a refund or replacement for:

• Customer spelling or personalization errors
• Incorrect size, color, or option selected by the customer
• Incorrect shipping address provided by the customer
• Minor color differences caused by screen settings or production methods
• Delays caused by customs, carriers, or events outside our control
• Personalized products without quality issues

Cancellations

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee changes or cancellations after production has started.

Refund Timing

If a refund is approved, it will be processed back to the original payment method. Processing times may vary depending on your payment provider or bank.

For return questions, contact customellosupport@gmail.com.