📦 Returns & Exchanges Policy

Last updated: July 26, 2025

At Customlywear, we want you to love what you ordered. If you’re not completely satisfied with your purchase, we’re here to help.

✅ Return Eligibility

You may request a return or exchange within 14 days of receiving your order, provided that:

  • The item is unused, unwashed, and in its original condition and packaging

  • You can provide a receipt or proof of purchase

  • The item is not personalized or made-to-order

⚠️ Personalized or custom-made items are non-returnable, unless they arrive damaged or defective.

🔁 Exchanges

We’re happy to offer an exchange if your item is:

  • Defective

  • Damaged

  • Incorrect (wrong item received)

To request an exchange, please contact us at [email protected] with your order number and a clear photo of the issue.

🚚 How to Return an Item

To initiate a return:

  1. Email us at [email protected] within 14 days of delivery

  2. Include:

    • Your order number

    • Reason for the return

    • Relevant photos (if applicable)

  3. We will send you the return address and return instructions

  4. Ship the item back within 7 days of receiving return instructions

ℹ️ Return shipping costs are the customer’s responsibility, unless the item is defective or incorrect.

💰 Refunds

Once we receive and inspect your return, we will notify you of the approval status.

  • If approved, your refund will be issued to your original payment method within 5–10 business days

  • Please note that shipping fees (if any) are non-refundable

❌ Non-Returnable Items

The following items cannot be returned or exchanged, unless they arrive damaged or defective:

  • Personalized or custom-made items (e.g., embroidered clothing with custom names, initials, or designs)

  • Final Sale items (clearly marked at checkout or on the product page)

  • Gift cards

✅ This is to ensure the uniqueness and integrity of customized or made-to-order products.

🛡️ Fair Return Practice

At Customlywear, we follow fair return and refund practices in accordance with local consumer protection laws and Google Merchant Center policies. If you have special concerns or believe your case requires further review, please contact our support team — we’re happy to assist.

📩 Contact Us

For any return or exchange inquiries, please contact us at:

  • Email: [email protected]

  • Address: To dan pho 2, Thi Tran Thong Nong, Ha Quang, Cao Bang, Viet Nam

  • Phone: +84 366 992 306

  • Business Hours: Monday – Friday, 9AM – 5PM (GMT+7)