Refund policy

Return and Refund Policy 

At OwlTopThat, we take pride in creating personalized and custom-crafted items tailored just for you. As a result, our return and refund policies are designed to balance your satisfaction with the unique nature of our handmade products.

Non-Refundable & Non-Exchangeable Items

Due to the personalized nature of our products, we are unable to offer refunds or exchanges for the following:

  1. Personalized or Customized Items

    • Items that have already been processed, crafted, or are ready to ship.
    • Materials used specifically for your order cannot be repurposed.

  2. Incorrect Shipping Information

    • Refunds will not be issued for delays caused by an incorrect shipping address provided by the customer. Please double-check your address during checkout.

  3. Incorrect Personalization Details Provided by Customer

    • We are unable to refund or exchange items if incorrect details (e.g., names, dates, ages) were submitted at the time of order. Double-check your personalization requests carefully before completing your purchase.

  4. Misunderstandings About the Product

    • We encourage you to read the full product description before purchasing, including details about materials, dimensions, thickness, and other specifications. Refunds will not be issued due to misunderstandings about these details.

Refunds & Exchanges

We are happy to offer refunds or exchanges under the following circumstances:

  1. Damaged or Broken Items Upon Delivery

    • If your item arrives damaged, please contact us within 24 hours of receipt. Include photos of the item and packaging for review. Once verified, we will send a replacement. If a replacement cannot be delivered in time for your event, a refund will be issued.

  2. Items Lost in Transit

    • If your order is lost during shipping (not due to an incorrect address), we will work with the carrier to resolve the issue and provide a replacement or refund.

  3. Personalization Errors on Our Part

    • If we made a mistake in your personalization details (e.g., misspelled names or incorrect dates), we will replace the item or issue a refund.

  4. Orders Not Yet Processed

    • If your order has not yet entered production, we can cancel and refund your order upon request.

Returns and Reporting Damaged Items

  • Damaged Items:
    If your item is damaged during shipping, contact us within 24 hours of delivery at [Your Email Address]. Include clear photos of the damage and packaging.

    • A replacement will be sent promptly.
    • If there’s no time for reprocessing and delivery (e.g., a specific event date), a refund will be issued.
    • Please contact us before opening a case or leaving negative feedback so we can resolve the issue efficiently.

  • Returns:
    Returns are not accepted unless the item qualifies for a refund or exchange under the conditions listed above.

Delivery and Processing Time

  • Processing Time:

    • Orders typically take 3–7 business days to craft, review, and pack before shipment. Processing time includes the creation of your personalized items.

  • Delivery Time:

    • Estimated delivery dates are provided during checkout. Please note that selecting an expedited shipping method applies only to the shipping time, not the processing time.

  • Rush Orders:

    • If you need your item by a specific date, please contact us before placing your order to confirm availability.

Contact Us

If you have any questions or concerns about your order, please reach out to us at: