Shipping & Returns

Shipping Policy

Delivery: Where and When
Deliveries are made Monday to Friday WORLDWIDE
and according to the stipulated working hours of delivery to each
country. No deliveries are made on weekends and during local festivals.

Deliveries are made during office hours. Therefore, to facilitate
deliveries, customers are asked to use their work addresses or other
addresses where you have someone who can receive the package.

Delivery

Orders are usually delivered to 2 to 5 days and usually meet the deadline, although Customifeel can not guarantee the timeliness, all orders are delivered in a period of 30 days after the date of confirmation of receipt of order at most. Once order is shipped, the customer receives a notification email with expected delivery date.

If the customer enters an incorrect address or postcode Customifeel are not liable for this shipment being delivered successfully as it is the responsibility of the customer to ensure all the correct information is entered. In event it is not Customifeel are not liable to provide a replacement product.

Verification of receipt

Customers must check the status of the package upon delivery. If the packaging is
damaged, the customer must not accept delivery. The amount of the purchase and shipping costs are reimbursed to the purchaser when the store has processed and returned products. Customifeel reported that the delivery must be verified in a reasonable time after receipt. In case you have not received any rejection of the products within 30 days of delivery, Customifeel considers that the customer has accepted the same. This does not affect customer's right of return or exchange on an order as provided in the next section below.

Return & Exchange Policy

Return of non-compliant/cancelled order

The customer is entitled to return defective or nonconforming. Customer has 1 months from the time of detecting non-compliant product to inform Customifeel the defect noncompliance and to return the Customifeel product. If the customer returns the product because it is defective or non-compliance we will accept the return, Customifeel will refund the value of the product ,within the thirty (30) days of receipt of product Customifeel. If an order has been placed, the item can be cancelled provided that the item is not personalised and the item has not been shipped. However if the item is personlised and has been completed by our embroidery team, this cannot be cancelled. This is without prejudice to the client as a consumer rights contained in the existing law on consumer protection.

Returning products for any reason (right of revocation)

If the customer is not satisfied with the products purchased, for whatever reason, they have 14 calendar days from the date of delivery to return the product with an explanation. The customer may return the product purchased, provided that: The product has not been washed or used in anyway, with all labels still in tact, attached to the product. The product is complete (two components forming a pair must be returned
together). Should return of the product be required, the customer must bear the costs of the return. Products must be returned in its original packaging and tags attached, along with the relevant return note. Upon satisfactory inspection of the returned merchandise, Customifeel will refund the product price within thirty (30) days after receiving notice of product return and order cancellation of the customer. Shipping costs are never reimbursed (except in case of incorrect or defective items); the client must also bear the costs of return. 

We currently do not provide free returns labels, you will be
responsible for the return postage on your return/s. We require that you purchase a tracked service for you return in the event that your return gets lost in transit.

Returned items remain your
responsibility until they arrive back at our facility. Please ensure that you obtain proof of postage from the courier, in case you need to contact us or in the even that your return is lost in transit.

If your order has been lost in transit, without sufficient proof of postage, we will not be able to process any return requests. However, if you are able to provide a postage receipt or a tracking number for your return, we'll provide you with Customifeel store credit.

 

Returning Faulty Item

Firstly, we are sorry that
you may have received a faulty item, or your item has iccured a fault. If you believe your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to support@customifeel.com for review within 28 days of purchase. Once we have confirmed the item is faulty, a fixed or new item will be sent to you free of charge or we can process a full refund if requested. We may require you to return the item to us, in this instance we will send a you a free of charge returns label. Faulty items will only be accepted if the goods are
delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 1 month after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.

 

Return of personalised products

According to The Consumer
Protection (Distance Selling) Regulations 2000, tailor-made or personalised goods are excluded from this legislation. Therefore we do not except returns or refunds on personalised blankets unless damaged.

Change Of Product

So far, the products can not be changed. To obtain a product in another color or size, the customer must return the original item and place a
new order through the Customifeel website.

Gift Return

To return a product that was received as a gift, the customer must contact the person who made the gift and ask that they follow the procedure for the return. Refund will be given in the form original payment .Information about refunds will be refunded in the form of original payment. Customifeel will not reimburse you until you receive the product being reimbursement and verify the conditions in the store, once
verified the conditions of the product, you will receive a refund with the relevant amount within thirty ( 30) days of receipt of the product being, Customifeel refunds.