Refund Policy

More than anything, we want you to love your gift. If something doesn't look or feel right, email us at support@giftago.co and we'll make it right.

1. Cancellations

You can cancel your order for a full refund within 6 hours of placing it. After 6 hours your personalized item is already in production, so we can no longer accept cancellations.

2. Changing your order details

If you notice a mistake in your shipping address or order details, email us as soon as possible. We can update order information within 12 hours of purchase. Please check the confirmation email we send right after you order. If the correct shipping information is not provided within 12 hours, the order is not eligible for a replacement or refund.

3. Replacements and refunds

Requests must be made within 30 days of purchase. Because every item is personalized, we do not accept returns. Instead, if your item has a problem, we will send you a replacement free of charge, and you do not need to send the original back.

We offer a free replacement or a full refund when the item you received is:

significantly different from the description or the preview shown to you;
damaged by our factory or by the carrier;
not what you ordered.

In other cases, we may offer a partial refund (excluding shipping fees).

What is not covered

Change-of-mind refunds or exchanges on items bought during a sale or promotion.
Mistakes made when ordering, such as choosing the wrong size, design or color, or typos in the personalization. Our print files are generated exactly from the preview you approve, so please review it carefully before checkout.
Small color differences between the product photos and the item, caused by lighting or screen settings.

None of these exclusions affect claims for items that arrive defective, damaged or incorrect.

How to file a claim

Email support@giftago.co with:

your order number;
photos or a video of the problem (for a print size or placement issue, include a tape measure or ruler in the photo);
for missing items, a photo of the package and its shipping label;
your full delivery address and a contact phone number.

Our team will review your claim. If it is eligible, we will send a replacement at no cost to you. If a replacement is not practical, we will refund the full cost of the eligible item, including shipping.