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Terms and Conditios

Terms and Conditions

By accepting these Terms and Conditions, you agree that jelou xiani may use your personal information, such as name and address, solely to process your order and shipment.

1. Buyer Responsibility

  • Buyers are responsible for any customs duties or taxes that may apply.
  • Each creation is handmade from scratch; we do not use tools to speed up the process. Therefore, the final product may slightly vary from the photos shown on the page.
  • Before opening a PayPal case, please read all Terms and Conditions. If you have any questions, contact us and we will gladly answer them.

2. Refunds

  • You can request a refund within 5 days of receiving the product.
  • To request a refund, you must send a photo of the item.
  • Refunds apply only to damaged products; shipping and other products from the same order are not included.
  • We will notify you if your request is approved or rejected. If approved, the refund will be automatically processed to your original payment method within a few days.

Delayed or Missing Refunds

  • If you have not received your refund, first check your bank account and then contact your credit card company, as it may take some time to appear officially.
  • Next, contact your bank.
  • If after these steps you still have not received your refund, contact us directly.

3. Exchanges and Replacements

  • You can request an exchange within 3 days of receiving the product.
  • To request an exchange, send a photo of the item.
  • Exchanges apply only to damaged products; shipping and other products from the same order are not included.
  • Shipping costs for the exchange are the buyer’s responsibility, except in extraordinary cases.
  • We only replace items if they are defective or damaged. For exchanges of the same item, contact us by email.
  • Please do not return the purchase to the manufacturer.

4. Situations Eligible for Refund or Exchange

  • Product received in critical condition or all broken.
  • Failure to meet our processing times without explanation.
  • Incorrect order.
  • Manufacturing defect that cannot be repaired.
  • Only regular-priced products are eligible for refunds; sale items do not apply.

5. Situations Not Eligible for Refund or Exchange

  • Package lost in transit, returned to sendero r robbed; you may recover it by paying for shipping.
  • Minor damage from postal handling that is easy to repair.
  • Negligence by the buyer. We recommend following the Care Instructions section.
  • Incorrect shipping information provided by the buyer.
  • Displeasure with a custom order. See our FAQ.

Non-Refundable Items

  • Custom orders.
  • Gift cards.
  • Downloadable products.
  • Some health or personal care items.

6. Cancellations

We accept cancellations if requested within 4 hours of purchase.

7. Shipping

  • Buyers must provide up-to-date and accurate shipping information.
  • It is the buyer’s responsibility to track the order. If an issue arises, first contact your local postal office with the tracking number. If the problem persists, contact us immediately.

Return Shipping

  • To return a producto, please send an email to arrange the details.
  • Return shipping costs are the buyer’s responsibility and are non-refundable.
  • Depending on your location, the time to receive the exchanged product may vary.
  • For higher-value items, it is recommended to use a trackable shipping service or purchase shipping insurance. We do not guarantee the receipt of returned items without tracking.

8. Custom Orders

We accept custom orders. For inquiries, email us or send a message to our social media.

  • Full payment (including shipping) is required to start a custom order.
  • Estimated delivery time depends on the product’s details and size.
  • Only up to 3 changes in color or shape are accepted.

9. Shipping

  • The time required to prepare an order varies by item. Check each product’s details.
  • Depending on workload, we reserve the right to modify the estimated processing time; any delays will be notified via email.

10. Policies Regarding the Use of Printful

We use Printful, a print-on-demand and drop shipping service, to produce and ship our custom products. This allows us to offer you a wide variety of high-quality items without keeping inventory.

What does this mean for you?

  • Your order will be produced and shipped directly by Printful from their production centers.
  • Production and shipping times may vary depending on the product and shipping location.
  • For any inquiries about your order status, you can contact us directly, and we will coordinate with Printful to assist you.
  • Printful is responsible for printing, packaging, and shipping, but we guarantee the quality and are here to resolve any issues.

Production and Shipping Times

Products usually take between 2 to 7 business days to be produced, and shipping can take 5 to 15 business days depending on your location. Times may vary during peak seasons or due to external circumstances.

Returns and Refunds

Since products are personalized and made to order, returns are only accepted in cases of manufacturing defects or errors in the order. If you have any issues with your product, please contact us so we can manage the return or replacement through Printful.

✉︎ CONTACT INFORMATION

For questions contact us at hello@jelouxiani.com