Each Latlonix piece is embroidered to order, just for you. That is what makes it special — and it shapes what we can and cannot accept back. This policy is written to be honest and clear.
Damaged, Defective, or Wrong Items — Always Covered
If your item arrives damaged, defective, or different from what you ordered, we will make it right at no cost to you:
- Contact us via our contact page within 14 days of delivery with your order number and a photo of the issue.
- We will send a free replacement or issue a full refund — your choice.
- There is no need to ship the damaged item back in most cases.
Personalized Items
Custom-embroidered items are made to your specifications and are final sale, so please double-check spelling and personalization details before ordering. Of course, this never limits your rights if the item is damaged, defective, or made incorrectly by us — those are always covered above.
Order Changes & Cancellations
- You can change or cancel your order within 24 hours of purchase — just contact us with your order number.
- After 24 hours, production has usually started and orders can no longer be changed or cancelled.
Non-Personalized Items
- Non-personalized items in unused condition, in original packaging, may be returned within 30 days of delivery.
- Contact us first for return instructions. Unless the return is due to our error, return shipping is the customer’s responsibility.
- Refunds are issued to your original payment method.
Refund Processing
Once your refund is approved, it is processed within 3–5 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days to appear on your statement.
Late or Missing Packages
If your package is lost in transit, contact us within 60 days of purchase. After confirming with the carrier, we will replace your item or refund you in full. See our Shipping Policy for delivery timelines and order tracking.
How to Start
Message us any time through our contact page — include your order number and a short description (a photo helps for damage claims). We answer every message.
