Returns & Refund Policy

For return, refund or order-related concerns, email [email protected]. Please include:

• Your order number
• Clear photos or videos of the issue, where applicable
• A brief description of the problem and the affected items

For damaged deliveries, keep the packaging while your claim is being reviewed. This helps our team investigate the issue with the carrier.

You may request a return or refund within 15days after your order has been delivered, subject to the eligibility conditions in this policy.

Please report misprinted, damaged or defective items within 7 days of delivery wherever possible so we can investigate promptly. This early-reporting recommendation does not replace the 120-day request window or any rights you have under applicable law.

For missing parcels, contact us within 7 days after the estimated delivery date. See the lost-package guidance below.

Contact Customwears before sending an item back. Once your request has been reviewed and approved, our support team will provide the correct return address and return instructions.

• Wait for approval before arranging a return.
• Follow the address and instructions provided for your specific order.
• Keep your return tracking number and proof of postage.

Customwears does not accept unauthorized returns. Items sent without prior approval may not be accepted.

We aim to review and process requests within 7 business days. This is our request-review target; payment-provider processing may take longer after a refund is approved.

Unless your claim relates to a defective or incorrectly produced item, returned products must be unused, unworn, unwashed and in their original condition.

Items that have been worn, stained, damaged through misuse or altered after delivery are not accepted for return under this policy, subject to any remedy required by applicable law.

Customers are responsible for return shipping costs unless otherwise required by applicable law or confirmed by Customwears. We do not offer freight-to-collect (FTC) return services.

If your refund request is approved, the refund will be issued to the original payment method used for the order and in the original purchase currency.

The time taken for a refund to appear in your account depends on your bank or payment provider. If an approved refund has not appeared, check with your payment provider and contact our support team with your order number for assistance.

Unless there is a manufacturing defect, fulfillment error or a remedy required by applicable law, the following are not eligible for return or refund:

• Tights, underwear, pajamas, swimsuits, socks and masks, for hygiene reasons
• Sample items
• Items deliberately damaged by the customer
• Items returned beyond the 120-day return window
• Custom items accurately produced according to the customer’s designs, files or tech packs that are later considered unwanted
• Orders delayed because the customer supplied incorrect information, such as an incorrect delivery address or phone number
• Requests based solely on customer-requested design or order modifications

Orders may be canceled with a full refund only while they remain in the “In Review” status. Email [email protected] as soon as possible if you want to cancel, and include your order number.

Once production has started, cancellation requests may no longer be eligible for a full refund. Our team will review the order status and explain the available options before confirming the outcome.

Our production and dispatch targets below start from payment confirmation. Compensation requests are reviewed individually; the stated percentages are maximum amounts and are not automatic payments.

• Production target: 3–7 business days
• Dispatch target: no later than the 8th business day after payment confirmation
• Possible compensation: up to 10% of the original product value if no shipping or tracking information has been provided by the end of the 7th business day

• Production target: 7–15 business days
• Dispatch target: no later than the 16th business day after payment confirmation
• Possible compensation: up to 2% of the original product value if no shipping or tracking information has been provided by the end of the 16th business day

Delay compensation does not apply to delays caused by customer-side changes or issues, including:

• Design modifications
• Additional customization requests
• Incorrect shipping information
• Pending customer confirmation

Customwears will review the order history to determine whether these circumstances apply.

If your parcel has not arrived by the estimated delivery date, contact [email protected] within 7 days after that date. Include your order number, tracking number and delivery details so we can begin an investigation.

For packages confirmed as lost in transit, Customwears will work with the logistics provider to investigate the claim and provide a resolution. We will explain the next steps based on the investigation findings.