Return & Exchange Policy

⚠️ Customized & Personalised Items

Since custom outfits (personalized baby rompers, custom-name sets, and made-to-order clothes) are individually created with your baby's custom name, **we do not accept standard returns, refunds, or exchanges on any customized items**.

An exchange or replacement will **only** be issued in the following exceptional cases:

• A **spelling mistake** or design error made on our part (different from your order details).
• **Physical transit damage** or defective craftsmanship discovered upon opening.

📹 Unpacking Video Required for Claims

To prevent fraud and verify delivery transit issues, **we require a continuous, uncut, and raw unpacking/opening video** as proof of damage or order mistake.

• The video must show the **sealed courier package / pouch** clearly before opening.
• The video must be recorded in **one single continuous shot** (no pauses, cuts, or edits) showing the box/package being opened and the items being inspected.
• **Without a valid, uncut unpacking video, we are unable to process any claims for transit damage, missing items, or spelling mistakes.**

7-Day Return Window (Non-Custom Items Only)

For standard, **non-customized products** (without names), we accept returns within **7 days** of delivery. To be eligible, standard items must be:

• **Unused, unwashed**, and in the exact same condition received.
• In the **original packaging** with all price tags intact.

How to Initiate a Claim / Return

To report an issue or start your claim, please **contact us directly on WhatsApp** with your Order ID, a description of the issue, and your **uncut unpacking video proof**.

Submit Claim on WhatsApp

Refund Processing (Standard Returns)

Approved standard refunds will be processed within **5–7 business days** of receiving your return package. The refund will be credited back to your original payment method or issued as store credit, depending on your preference.