Refund/ Exchange Policy
Due to the process of personalisation, products from our stores cannot be resold if it is returned in any case, hence there is a stict no return policy.
However, if a product arrives damaged during delivery or if there is any proof of production defect (minor scratches on products are not considered production defect), we offer a one-to-one exchange based on a case-by-case basis. Please contact us within 24 hours of receiving your product and we will process your request.
To start an exchange, you can contact us at adolcesurprise@gmail.com , or via the Contact Us section on our website. Please attach photos/ videos if possible and describe what is wrong with the product in full detail. If your request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a exchange will not be accepted.
You can always contact us for any return questions at adolcesurprise@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
Please note that all personalised items are not refundable as the items returned cannot be resold. In the case if an item is out of stock but you have already made payment, we will refund the payment for the out of stock items via the payment method you made. Do remember it can take some time for your bank or credit card company to process and post the refund too.
