Refund policy

Thank you for choosing Ishlly.
As we specialize in custom and personalized products, we want to ensure that you understand our Return & Refund Policy before placing an order.

Because each item is made to order based on your unique personalization, we are generally unable to accept returns, exchanges, or offer refunds unless the product meets specific conditions outlined below.

Non-Returnable & Non-Refundable Items

All customized or personalized products are non-returnable and non-refundable unless:

  • The item arrives damaged or defective

  • The product received is significantly different from what you ordered (e.g., wrong design, name, or customization)

We highly recommend that you carefully double-check all personalization details (names, dates, colors, etc.) before confirming your order.

Reporting an Issue

If your order is defective, damaged, or incorrect, please contact us within 7 days of receiving your package by:

  • Emailing us at ishlly@foxmail.com

  • Providing your order number

  • Including clear photos of the product and packaging that show the issue

We will review your request and respond within 2–3 business days.

Reshipment Policy

If your issue qualifies for a replacement:

  • Ishlly will cover the cost of product replacement if the error is on our end.

If the issue is caused by:

  • Incorrect information provided by the customer (e.g., wrong name, wrong shipping address)

  • Failure to collect the package or refusal of delivery

👉 The customer will be responsible for the full reshipping cost.

We will inform you of the reshipping fee and provide instructions for payment before sending out the replacement.

Refunds

Refunds are only processed under the following conditions:

  • If a product is damaged, defective, or incorrect, and a refund is deemed appropriate

  • Refunds will be issued to your original payment method within 5–7 business days after approval

Please note that:

  • We do not refund for minor color discrepancies due to monitor differences.

  • We do not refund if the customer made an error during personalization submission.

Cancellations

Once an order is placed, it is immediately sent into production. Therefore, we do not accept cancellations for custom-made items after the order is confirmed.

Contact Us

If you have any questions or need to report an issue, please contact us:

📧 Email: ishlly@foxmail.com
🌐 Website: https://ishlly.com

We appreciate your understanding and thank you for supporting personalized craftsmanship at Ishlly.