REFUND POLICY

Please check your item as soon as possible after receiving it. In case of a damaged product due to a manufacturing error, or lost item during transit we offer a free replacement or a refund if you contact us within 5 days of product delivery. Please contact us via email (helloupopia@gmail.com) and a member of our team will provide you with the next steps. It is the responsibility of the customer to ensure that the product arrives back to our returns address successfully. A refund can't be processed for goods that fail to arrive.

​

What should I do if I just don't want the item?

Pre-Made Products: The come back season sale items are not refundable. If you wish to return the item, please contact us via email (helloupopia@gmail.com) and a member of our team will provide you with the next steps. Please send the item to the address (basically the same country as your shipping address) we provide within 5 days from the date you received the item. All items must be returned unused and in the original packaging. It is the responsibility of the customer to ensure that the product arrives back to our returns address successfully.  Once we receive the returned item, we will arrange for a replacement or process a refund for you. You will have to pay for the shipping to return the product.

​

Custom Products: Refunds and returns are not supported if you ordered the wrong size, or color, or simply changed your mind since it is made to order product. For returns and refunds in other circumstances, please see the details below.

Once the package is delivered as per the tracking details, it becomes the buyer’s responsibility to ensure its safety. Please be aware if the product is unfortunately stolen from the mailbox after delivery, we are not responsible for investigating the matter. Kindly note that we are not obligated to replace the product for free or issue a refund in such cases. (IF NEEDED, 99% TIMES NOT REQUIRED)

The importer of the product(s) may be subject to relevant customs duties and/or fees. Buyers should check the relevant laws and/or regulations of the importing country.  If the delivery person cannot verify the buyer’s address or cannot reach them via the provided phone number, resulting in an unsuccessful delivery, it becomes the buyer’s responsibility to collect the package from the nearest local post office within 2 business days. Failure to do so may lead to the parcel being returned to the source, lost, or disposed of.

Please accept our apologies if you have received an item that is damaged or faulty. In case of a damaged product a manufacturing error, or a lost item during transit, we offer a free replacement or a refund if you contact us within 5 days of product delivery. Please contact us helloupopia@gmail.com as quickly as
possible after discovering the fault or damage and we will advise what to do next. 

If any products in the same package are damaged or missing, please provide a photo showing all the items in the package together. (Don't forget to record an unboxing video!) Note that if the order shipping address was incorrect, or if you ordered the wrong size or color, we will not be held responsible and will not offer replacements or refunds.

We are committed to delivering high-quality products to our customers. Our team meticulously crafts each product, adhering to rigorous standards to ensure your satisfaction. In the rare case that a product fails to meet our standards, we offer FREE replacement.

Should you notice any of the following defects within 5 days of receiving your product, please contact us with photos or videos of the issue for after-sales processing:

• Obvious scratches or defects Broken product.

• Dirt, fuzziness, transparency, or uneven lines.

• Obvious faded color printing Wrongly placed design.

​

What is not covered in the warranty?

Color variations due to differences in printing machines and display environments are not covered under warranty. Artwork file colors may appear brighter or darker depending on the computer screen or other devices when compared. Due to the nature of custom-made products, design printing, and product size may be 1-2 inches shorter/longer or wider/smaller than the announced size chart. Please note that the damage caused by misuse, accidents, or normal wear and tear could not be covered under warranty and would not have a refund or return. Our warranty extends to non-human-induced product breakage/cracking and adhesive failure within 5 days, with repair responsibilities falling under our purview during this period. 

The warranty does not cover:

• Compensation beyond the order and product price.

• Re-manufacturing using products or techniques differing from the original order.

​

For any concerns and information for product warranty please contact us here and we will be happy to help you!

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest
within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item. 

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. Please contact us helloupopia@gmail.com and we will seek to resolve your issue ASAP.