Politique de remboursement

Customized & Personalized Items — Non-Refundable

Customized and personalized items are non-refundable as they are made-to-order specifically for you. This includes any product where you upload a photo, drawing, or other content; choose a style; or provide personalization details such as a name, age, dedication, or custom title.

Because each personalized item is uniquely produced for the recipient, we cannot accept returns, exchanges, or refunds for change of mind, style preference, or perceived likeness. Please review your order details carefully before placing your order.

What we will replace: manufacturing defects, transit damage, wrong product shipped, or major print discrepancy from your confirmed preview. Email SupportTeam@kiddiesupport.com within 14 days of delivery with your order number and clear photos.

Cancellations: Personalized orders enter production quickly after payment. Please contact us at hello@kiddiesketch.com as soon as possible if you need to cancel — we will do our best to accommodate requests before production begins.

General Refund & Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at SupportTeam@kiddiesupport.com. Items sent back without first requesting a return will not be accepted. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package.

Exceptions — Non-Returnable Items

The following items cannot be returned:

  • Personalized or made-to-order items (see above)
  • Wearables and apparel (clothing, costumes, accessories) — for hygiene and safety reasons, all wearable items are final sale and cannot be returned or exchanged
  • Perishable goods (food, flowers, plants)
  • Personal care goods (beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

Please get in touch if you have questions about a specific item before purchasing.

Order Modifications & Cancellations

For standard (non-personalized) orders, please contact us at SupportTeam@kiddiesupport.com as soon as possible to request modifications, a change of address, or a cancellation. We will do our best to accommodate your request before your order enters production or ships.

Damaged or Incorrect Orders

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. Take a clear photo and email it along with your order number to SupportTeam@kiddiesupport.com. Once verified, we will send a replacement right away.

Order Not Received

If your item has not arrived within 21 days of your order date, please contact SupportTeam@kiddiesupport.com and we will promptly take care of you.

Please note: we cannot be responsible for packages that are undeliverable due to missing, incomplete, or incorrect destination information. Costs to reship will be invoiced to the customer. We are also not responsible for failed deliveries due to the addressee not being home.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union — 14-Day Cooling Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Note: personalized/made-to-order items and wearables are excluded from this right where permitted under applicable EU consumer law.

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hey@kiddiesketch.com.

Exceptions — Non-Returnable Items

The following items cannot be returned:

  • Personalized or made-to-order items (see above)
  • Wearables and apparel (clothing, costumes, accessories) — for hygiene and safety reasons, all wearable items are final sale and cannot be returned or exchanged
  • DIY kits and craft sets — must be returned unopened and with all original components included. Returns on opened DIY kits or kits with missing pieces will not be accepted and refunds will not be approved
  • Perishable goods (food, flowers, plants)
  • Personal care goods (beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

Please note for DIY kits and craft sets: your item must be returned unopened and with every piece, component, and accessory included in the original packaging. If a kit has been opened or any pieces are missing, the return will not be accepted and your refund will not be approved.