Cancellation

If your order hasn’t been processed yet, we will help you to change the items you wish to replace.

Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.

Refunds (if applicable)

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@mycustomornament.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@mycustomornament.com and we will advise you from there

Shipping

If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

REFUND POLICY

If the refund is approved, it will be processed, and a credit will automatically be applied to your credit card or your original method of payment. The processing time might differ, depending on your payment merchant but it should take a couple of days.

LATE OR MISSING REFUNDS

If you have not received a refund after a week has gone by, please check your bank account again. You should also contact your credit card company. It may take some time before your refund is fully processed.

You can also contact your bank. There is often some processing time before a refund is processed.

For any questions and inquiries please contact us:

United Kingdom Office Address:  7 Coronation Road, Dephna House, Launchese #105, London, United Kingdom, NW10 7PQ

Vietnam Office Address: COGO Coworking Space, 1 Thai Ha Street, Dong Da District, Ha Noi, Vietnam, 10000

Time Support: Mon – Fri: 9:00 am – 5:00 pm, Sat-Sun: 9:30 am – 4:00 pm , GMT -8

Email: contact@mycustomornament.com

Phone: +84 773248009