Last updated: October 21, 2026
Thank you for shopping with Narielle & Co. Almost everything we sell is made to order just for you by our print partners, Printify and Printful. Because of this, our policy is a little different from a regular store. We want you to be happy with your order, and if something goes wrong on our side, we will make it right.
1. Change of Mind and Size Issues
Because each item is custom-printed after you order, we cannot accept returns or exchanges if you:
- changed your mind,
- ordered the wrong size, color, or style,
- no longer like the design, or
- find that the item doesn’t match your space or décor.
Please check the size charts, dimensions, and product descriptions carefully before ordering.
2. When We Will Replace or Refund Your Order
We will gladly send a free replacement or a refund if your order:
- arrives damaged (for example, a torn print, cracked mug, or broken frame),
- is defective (for example, a poor print, faded colors, or missing parts),
- has a printing or production error that is significant, or
- is the wrong item (different from what you ordered).
Small differences in color, print placement, or size are normal for print-on-demand products and are not considered defects.
3. How to Make a Claim
Contact Us within [30] days of the delivery date with:
- Your order number
- Your name and the email used at checkout
- Clear photos showing the problem (the item, the damage, and the shipping box or label if damaged in transit)
- A short description of the issue
We will review your claim within [2–3] business days. If approved, we will choose to send a replacement or issue a refund. You do not need to return the item. We may ask you to dispose of it or donate it.
Claims sent after the claim window, or without photos, may not be eligible.
4. Refunds
- Approved refunds go back to your original payment method.
- Refunds usually appear within [5–10] business days, depending on your bank or payment provider.
- Shipping costs are refunded only if the issue was our error (damaged, defective, or wrong item).
- Customs, duties, and import taxes are not refundable.
5. Order Cancellations and Changes
You may cancel or change an order within [12/24] hours of placing it by Contacting Us . Once production has started, it cannot be canceled or changed. Please double-check your order and shipping address before checkout.
6. Wrong or Incomplete Address
You are responsible for entering a correct and complete shipping address. If a package is returned to us or lost because of an incorrect address, we cannot offer a refund. Reshipping will be at your cost.
7. Lost or Delayed Packages
Delivery times are estimates and may be affected by carriers, customs, and holidays. If your tracking has not updated for [10–14] days, or your package has not arrived within [30–40] days of shipping, contact us and we will investigate with our fulfillment partner. If the package is confirmed lost, we will send a replacement or refund you.
If your package shows as delivered but you cannot find it, please check with neighbors and your local carrier first, then contact us.
8. Packages Refused or Unclaimed
If you refuse a package, or it is returned because you did not pick it up or pay customs fees, we cannot offer a refund.
9. Orders Shipped in Multiple Packages
Items in one order may be produced in different locations and arrive separately. This is normal and is not a reason for a refund. If one item is still missing after the delivery window, contact us.
10. Digital Products
Digital downloads (such as printable wall art) are non-refundable once the files have been delivered, because they cannot be returned. If you have trouble downloading or opening a file, contact us and we will help fix it.
11. Contact Us
Questions about your order or this policy? Contact Us.