Refund policy

Custom-Made Products & Return Policy

Our products are made to order and tailored specifically for each customer. For this reason, returns and exchanges are accepted only at the brand’s discretion.

• Returns for defective or damaged products: If the item is faulty, damaged, or incorrect, you are entitled to a return and a full refund. Please contact us immediately upon receiving your order so we can evaluate the issue and resolve it.
• Returns for other reasons (e.g., wrong size, change of mind): As our items are custom-made, returns for such reasons are not guaranteed and will be assessed on a case-by-case basis.

To initiate a return, visit your account page, navigate to the orders section, and follow the guided return process. Returned products must be in their original, unused condition and in the original packaging. Return shipping costs are the responsibility of the buyer.

Damages and Issues

Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, contact us immediately so we can address the issue.

Non-Returnable Items

Due to their personalized nature, custom-made products are generally non-returnable unless they are defective or incorrect. We also do not accept returns for hazardous materials, flammable liquids, gases, or perishable goods. For any concerns regarding your specific item, please contact us before placing your order.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

Since all products are made to order, exchanges are also subject to the brand’s discretion. If an exchange is approved, you will need to return the original item (if applicable) and place a new order separately.

European Union 14-Day Cooling-Off Period

Under EU consumer protection laws, you typically have the right to return items within 14 days for any reason. However, this does not apply to custom-made or personalized products. As our products are made to order, returns are only permitted in cases of defects or errors on our part.

Refunds

Once we receive and inspect your return, we will notify you if the refund is approved. If approved, you will be refunded via your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@marietheresewolf.com.