Return and Refund Policy
At Face.my, we take pride in our personalized storybooks and strive to ensure your satisfaction. Please read our Return and Refund Policy carefully to understand your rights and options.
1. Returns
Returns are only accepted if there is an error on our part, such as:
- The storybook is damaged during shipping.
- The illustrations do not match the photos provided.
If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order. We will guide you through the return process.
2. Refunds
Refunds are granted only in the following circumstances:
- If your order was damaged during shipping.
- If the illustrations do not match the photos you provided.
To initiate a refund, please reach out to our customer service team at [email protected] with the following information:
- Your order number.
- A description of the issue.
- Photographic evidence of the damage or error.
3. Processing Time
Once your return is approved, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method.
4. Non-Returnable Items
Due to the custom nature of our products, we do not accept returns or offer refunds for change of mind or if the illustrations match the provided photos accurately.
5. Contact Us
If you have any questions or concerns regarding our Return and Refund Policy, please contact us at [email protected] .