Refund policy

At CustoMyLove, our global community’s satisfaction is our core focus. We provide a clear and professional return framework to ensure your shopping experience remains exceptional. Please review our standardized procedures below.

01. RETURN WINDOW & CRITERIA

We offer a 30-day return policy, effective from the date your order is officially delivered. To qualify for a successful return, items must meet the following mandatory requirements:

  • Original Condition: Products must be unused, unwashed, and in the same state as received, with all security tags and labels attached.

  • Original Packaging: Items must be returned in their initial branded packaging.

  • Proof of Purchase: A valid Order ID or official receipt is required for all requests.

02. AUTHORIZED RETURN PROCESS

To initiate a return, please reach out to our support team at service@customylove.shop.

  • Authorization: Once your request is approved, we will provide a return shipping label and detailed instructions.

  • Important Notice: Parcels sent back to our facility without prior formal authorization will not be accepted and will not qualify for a refund.

03. DAMAGED OR INCORRECT SHIPMENTS

Please inspect your CustoMyLove order immediately upon arrival. If you identify any defects, shipping damage, or receive the wrong item, notify us at service@customylove.shop within 48 hours. We will prioritize a resolution, including a full replacement or a complete refund.

04. NON-RETURNABLE ITEMS

Due to health, hygiene, and the nature of bespoke manufacturing, the following items are excluded from our return policy:

  • Custom-made or personalized products.

  • Personal care or hygiene-sensitive goods.

  • Final sale items and digital gift cards.

  • Note: Original shipping costs are non-refundable.

05. EXCHANGE PROCEDURE

The most efficient way to secure a new item is to return the original product for a refund. Once your return is accepted, you may place a new, separate order for the replacement item of your choice.

06. EU 14-DAY COOLING-OFF PERIOD

For customers residing within the European Union, you have the legal right to cancel or return your order within 14 days for any reason, provided the goods are in their original condition. This right is in addition to our standard 30-day policy.

07. REFUND ALLOCATION & PROCESSING

After your return is received and passes our quality inspection, we will notify you of the approval status.

  • Approved Refunds: Credits will be automatically issued to your original payment method.

  • Timeline: Please allow up to 10 business days for the transaction to be finalized within our system.

  • Inquiries: If your refund has not appeared after 15 business days following approval, please contact service@customylove.shop.

08. OFFICIAL RETURN CENTER

To maintain shipment security, all returns must utilize the official labels provided by our team. Unauthorized shipments will not be recognized.

Address: GOOD YICK LIFE LIMITED, GROUND FLOOR & MEZZANINE FLOOR, NO.238 YU CHAU STREET, SHAM SHUI PO, Hong Kong