All cases filed will undergo an evaluation process by our team. We may require photos and/or documents which will be used as part of the investigation. Cases will be resolved within seven (7) business days, on a case-to-case basis where applicable.
Since all items are customized and personalized, we require full payment and will not entertain returns or cancellations once orders are deemed final for production. Any changes in the order detail after your payment will be considered on a case-to-case basis. To reconfirm the product and design orders, all paid orders will receive an email notification from us, updating you that the status is now for production. Failure to reply and reconfirm the order details within twenty-four (24) hours will automatically mean that the order is good to go for production - with the exception of embroidered logos and artworks, which require programming, your approval for this is mandatory.
A refund may be filed for any of the following reasons:
1. WRONG ITEM RECEIVED
Wrong item, color, size, or any other order details. This will be checked against the details as agreed on the invoice and final instructions attached.
Once your order is shipped out, you will be notified via email. The email will contain the tracking link and the estimated delivery date. The order will be considered as loss in transit if it is not delivered within seven (7) days after the estimated date of delivery. You can file for a claim immediately within seven (7) days.
3. DAMAGED ITEMS
Damage on items should be reported within twenty-four (24) hours after receipt. Failure to do so will free Specially Made Gifts and its partner couriers from any responsibilities.
4. DELAY IN DELIVERY
Since all deliveries are handled by a third-party courier, we will not be held liable for any delays. Only the shipping fee may be refunded after proper evaluation.
Standard delivery time:
- 3-5 days for Metro Manila (excluding holidays)
- 7-10 days for Provincial (excluding holidays)
- For international shipping, this will be indicated upon checkout.
Note: Production time + delivery time = total lead time
5. UNFULFILLED ORDER
Full refund. No questions asked.