Return Policy

THANK YOU FOR SHOPPING ON DEAROSYNA.COM

More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at service@dearosyna.com and we’ll make it right! If you have any questions, please don't hesitate to contact us here. By placing an order, you agree to the terms mentioned below.

RETURN & REFUND

Custom orders cannot be returned or exchanged because they have been personalized. Once you place an order, we begin the customization process immediately. Therefore, once the order is placed, we cannot support changes to customized information (e.g., size or color). If it is indeed our mistake, we will fix the issue immediately and re-send the correct product. Unfortunately, we do not accept refunds in this situation. Please understand that customized products with your exclusive information cannot be resold. We appreciate your understanding!

CANCELLATION

Your order cannot be canceled or modified once it has been locked for processing. Personalized orders are locked for processing immediately after the order is completed, so please double-check all details before completing your purchase.

FREE REPLACEMENT

This applies to packages that have not moved for more than 3 weeks or are far overdue compared to our estimated arrival time. If the shipping address is correct, you will receive a free replacement promptly.

We also take full responsibility within 30 days of the order's arrival if the product(s) are:

  • Damaged, faulty, or broken due to our factory or the carrier's fault;
  • Significantly different from what you ordered (e.g., incorrect customization).

Replacement Process:

Please email us with the following details:

  • Your order number and email
  • Photos/videos of the defective product
  • If your claim involves a printing error, include photos of the error
  • If your claim involves sizing issues, include a measuring tape or ruler in photos of the affected item(s)

Once confirmed by our customer service, we will re-send a new product. We believe a replacement is the best solution for you, and we do not have a refund policy for such cases.

Note: We typically do not accept replacements for customer mistakes (e.g., providing an incorrect or incomplete address). Please check your address carefully before checking out. Additionally, please allow for a 20% difference between the advertised images and the actual item, as the color may vary due to lighting or monitor display settings.

REPLACEMENT WITH SMALL FEE

In certain cases, a replacement may be sent with a small fee compared to the original price. This applies if you received the wrong item/design/size due to incorrect customization input. In this case, you do not need to return the defective item.

Every customer matters, and we strive to make your experience as personalized as possible. Thank you for trusting us with your business! If you have any questions, don’t hesitate to contact us at service@dearosyna.com.