Refund policy

Cancellations 

Changed your mind? You can request to cancel your order before production begins by contacting us at Custom Cushions and Bears as soon as possible. If your cancellation is approved and production hasn’t started, you will receive a 50% refund, and your clothing will be returned to you. Tracking will be sent for the returned clothing within 48 hours of the refund being approved.

Please note:

• Once production has started, we’re unable to cancel your order or issue a refund due to the handmade nature of the keepsakes.

• We recommend reaching out promptly if you wish to make changes or cancel your order.

• Unfortunately, we cannot accept returns on gift cards.

Damages & Issues

We take great care in crafting and packaging each order, but if something goes wrong, we're here to help.

Please inspect your order upon delivery, and contact us immediately if your item is damaged or defective.

To help us resolve the issue quickly, please provide:

• Clear photographic evidence of the damage

• Photos of any packaging damage

• Your order number and a brief description of the issue

We'll work with you to put things right as swiftly as possible.