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RETURN, REFUND & CANCELLATION POLICY

At Sparkles & Stardust, most of our products are personalized and handmade to order. Because each piece is made specifically for you, our return, refund, and cancellation policy is a little different from off-the-shelf retail — please read carefully before placing your order.

CANCELLATIONS

  • Non-personalized products (in-stock, ready-to-ship items): cancellable within 12 hours of order placement.

  • Personalized products: cancellable within 6 hours of order placement, provided production has not started.

  • Once the cancellation window has passed, orders cannot be cancelled.

  • To request a cancellation, email sparklesnstardust@gmail.com with your order number.

RETURNS - PERSONALIZED PRODUCTS

Personalized and made-to-order items are strictly non-returnable and non-refundable. This includes all customized drinkware, personalized coasters, personalized hampers, and any item made to your specifications.

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The only exceptions are:

  • Damage in transit (see Damages section below)

  • Verified manufacturing defect

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Personalized items cannot be returned for:

  • Change of mind

  • Incorrect personalization details submitted at checkout

  • Slight variations in color, print, or finish (inherent to handmade products)

  • Color differences from what appears on your screen

RETURNS - NON-PERSONALIZED PRODUCTS

Non-personalized, ready-to-ship items may be returned within 3 days of delivery, provided:

  • The item is unused, in its original packaging, and in resellable condition

  • The invoice or order confirmation is included

  • The item is shipped back by the customer at their own cost, through a trackable courier service

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Return requests must be raised within 3 days of delivery by emailing sparklesnstardust@gmail.com with your order number and reason for return.

NOT ELIGIBLE FOR RETURN

  • Sale or discounted items

  • Items returned without prior approval

DAMAGES IN TRANSIT

We pack every order carefully, but if your parcel arrives damaged:

  • An unboxing video is mandatory to raise a damage claim. The video must show the parcel being opened from a sealed state without cuts or edits.

  • Claims must be raised within 24 hours of delivery by emailing sparklesnstardust@gmail.com with your order number, unboxing video, and photos of the damage.

  • Claims raised after 24 hours or without an unboxing video cannot be entertained.

  • Once verified, we'll either replace the damaged item or issue a refund, at our discretion.

EXCHANGES

We don't process direct exchanges. If you'd like a different product:

  1. Request a return of the eligible item (only applies to non-personalized products within 3 days).

  2. Once your return is received and approved, place a fresh order for the new item.

REFUND PROCESSING

  • Approved refunds are processed to your original payment method within 7–10 working days of us receiving and inspecting the returned item.

  • Shipping charges are non-refundable.

  • If your return is approved, only the product cost will be refunded — original shipping charges and any return-shipping costs are borne by the customer.

  • Depending on your bank or card issuer, the refund may take additional time to reflect in your account.

LATE OR MISSING REFUNDS

If you haven't received a refund within 10 working days of approval:

  1. Check your bank account and any credit card statements.

  2. Contact your bank or card issuer — some processors take extra time to post refunds.

  3. If it's been more than 15 working days and you still haven't received it, reach out at sparklesnstardust@gmail.com with your order number and we'll investigate.

CONTACT

For any return, refund, or cancellation queries:

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