We only do returns/exchanges on incorrect or missing items.
If you believe you have received the wrong item or your item arrived damaged,
please send the following information to our customer service team at firstname.lastname@example.org:
- Full name
- Order number
- Photo(s) of damage/wrong item and unboxing video (unboxing video is required ot move fowarded with claim)
- Brief explanation of issue
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue.
We have a 7-day refund and return policy only on damaged or incorrect items,
which means you have 7 days after your package is delivered to send in a claim to request a return and/or refund.
If you bought items online and it was for pick up at an in-person event or venue, the 7-day return/exchange policy also applies when you pick it up.
Which means you have 7 days (from the day of the event) to claim a missing or wrong item.
Generally all in-person events’ merchandise are final sale. Please check the description carefully.
All signed albums are final sale and have a strict no return/exchange policy.
It can only be canceled during the sales period listed in the description and/or product photo(s).
Any small imperfections of the signature itself and/or any marks or small dents/damages on signed albums, will not be considered defective and is not subject to return or exchange.
Due to the nature of signing albums, it will take some time for the artists to finish. It will take some time to ship out.
Shipping time will vary for different artists and albums. Thank you for your understanding.
All on-site event products are final sale. Please check if you received the correct product(s) as soon as you received them.
Any incorrect, missing, or defective products must be returned/exchanged with receipt before the event ends.
After the event day, you cannot refund/exchange for any reason.
For all claims, we will require an unboxing video with a clear view of the package being opened and of all the contents inside.
The claim and unboxing video must come from the recipient at the original delivery address on the order as proof that the order came from us with missing, damaged, or incorrect items.
Plastic covering and some outer boxes on albums/products are considered packaging that protect internal items.
Damage to those parts will not be considered defective.
For any artists’ portraits, defects on the back of the item, excluding the portrait, will also not be considered as damage.
Any defects outside the artist's portrait that can only be identified through light reflection will not be considered as damaged.
To be eligible for a return or exchange, your item(s) must be in the same condition as received, unopened, and in the original packaging.
You’ll also need the receipt or proof of purchase.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method.
Please allow 3 to 9 business days for it to show up in your form of payment.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items),
and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Policies on exchanges and returns may be applied differently by product, so please check the product details thoroughly when purchasing.
You can always contact us with any return/exchange questions at email@example.com.