Refund Policy

General Refund Policy

We accept refund requests when:

Lost orders, missing items due to our failed service delivery.
We missed customers' order cancellation and/or exchange requests within a 2-hour timeframe after the order was placed.
The product variant, appearance, and/or quality are not as described on the product page.
The product is faded, damaged, and/or missing pieces.
Proof of Purchase: A receipt or proof of purchase is required to process a refund.
Eligibility for Refunds: To be eligible for a refund, the item must be unused, in the same condition that you received it, and in its original packaging.

Defective or Damaged Products

Defects and Issues: If you receive a defective or damaged product, please contact us immediately. We will evaluate the issue and provide a suitable resolution, which may include a refund or replacement.

We do not accept return/refund requests under the following circumstances:

Orders lost due to misrepresentation of customer address.
The item was not damaged, but the customer simply changed his mind.
Product damage is caused by the customer.
Non-Refundable: Please note that customized products are non-refundable unless there are product defects or other significant issues.

*If we make a mistake, we will ask for photos for verification and then expedite the replacement of the item.

Order Cancellation Policy

Non-Customized Products: If you wish to cancel your order for non-customized products, you may request a refund before we ship the item. Please contact our customer support team as soon as possible to process cancellations, a 30% transaction fee will be charged as bank transaction fees are non-refundable.
Customized Products: For customized products, you need to contact us via email within 2 hours of placing the order to cancel it. Due to the personalized nature of these products, cancellations after this time frame cannot be accommodated.

How to Request a Refund or Cancel an Order

Contact Us: To request a refund or cancel your order, please contact our customer support team at support@felicitasgift.com. Please include your order number, proof of purchase, and a description of the problem or request.
Return Instructions:
If your refund request is approved, we will provide return instructions and a return address. Please make sure to pack items promptly to prevent any damage during shipping.
Refund Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days, depending on your payment provider's policies.

Refund method

You can choose from the following refund methods:

Paypal
credit card

Estimated refund time

Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also notify you if your refund is approved or denied.
If your refund request is approved, the refund will be credited in the same currency as the original payment:

For PayPal balance payments, the refund will be credited to your PayPal balance.
For credit card payments, the refund will be posted to the payer's card (which may take up to 30 days, depending on the card issuer).