Return Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
This is the custom made service. We can’t cancel your order and refund it once it’s in production or shipped. You can ask for cancellation and refund within 24 hours. After 24 hours of order, we will check if your order is legal for cancellation or not.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We work hard to ensure that all orders are printed to high-quality standards and shipped on time. We accept returns and will issue a refund or replacement within 30 days (whichever is later) for any of the following reasons (with visual confirmation): The product itself is flawed; the quality of the printing is poor. If your purchase meets any of the criteria above, please Contact Us.
Any items you receive that is incorrectly printed will be reprinted and replaced for you, free of charge. In order to get a replacement sent out, please send us a photo of the shirt and the issue, we will then place another order for you on our end to make up for the mistake. Since our item is custom printed for each customer, any sizing issues will be your responsibility to double check before placing an order with us. If you would like another order at a discount due to a size issue, we can gladly help you out with that. Send us an email at cs@couplegiftbyjenny.com to request another item if there is a misprint, or if you’d like to purchase another size at a discount.
Because our products are custom printed and unique to each campaign, they will only qualify for refund if the product itself is flawed, if the quality of the printing is poor or if the final product is materially different from the product presented on the site.
If there’s an issue with your product, please email us at cs@couplegiftbyjenny.com with:
1. Photo(s) of the affected package and items(s).
2. Your order number and/or the email address registered to the order.
3. More details about the package that are relevant.
We will use this information to look into a replacement and prevent future errors.
Any unauthorized returns, or exchanges of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.
It is very important that you read the description of each item before you place your order. There is a sizing chart available on site so you can choose your correct size. It is also of equal importance that you provide us with your correct information before you finalize your order.
At this time, we do not accept returns for any reason because as mentioned earlier, we do not hold inventory or stock for all items made-to-order.. If you wish to make a correction on your order, please contact customer service within 24 hours from the time you submitted your order form. We normally send your order information immediately to production facility but if you contact us within the indicated timeframe, we will still be able to make your requested amendments.
On the other hand, if we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item. In the instance of our error, you do not have to return the item. You can keep it!
*Customers are responsible for return shipping rates.
FAQ
I got the wrong shirt. How can I get my correct order?
In the event of a wrong order, please contact Customer Service at cs@couplegiftbyjenny.com. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us..
I received a defective or damaged product. What do I do?
Please contact Customer Service at cs@couplegiftbyjenny.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
I ordered the correct size but it’s a bit small/large can I return it and exchange it to a different size?
Unfortunately, We are currently unable to process a return and exchange due to size because we do not hold inventory or stock.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you.
I just made an order but I changed my mind and I’d like to cancel it.
Please order carefully. You should contact us in the first 24 hours since placing your order , we will do our best to help you out and cancel your order if possible. Please contact Customer Service at at cs@couplegiftbyjenny.com.
I made an order 3 days ago and since it hasn’t been shipped yet. I’d like to cancel it.
Please know that all our pajamas are made-to-order. Orders are sent to production within 24 hours from the time they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 5-7 business days but delays may occur during holidays.
What’s the ETA of my order?
An ETA can only be provided when your order has been released from production and transferred to the courier. The current turnaround time for production is 5-7 business days plus 5-7 business days for shipping. The dye-sublimation print and the standard print. Each print requires a different treatment so the length of production time may range from 5 to 7 business days from the time the order was placed. Due to the nature of dye-sublimation printing, production may sometimes be delayed. Shipping time may range from 7-12 business days.
I received the shipping notification but I still haven’t received my order.
Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at cs@couplegiftbyjenny.com. and we will try to help find the order for you.