Return & Refund Policy
More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at [email protected] and we’ll make it right!
Please be reminded that our policylasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately we can’t offer you a replacement or refund.
Also please be informed that placing an order means that you accept all the terms mentioned below:
At this time we do not offer Return in any case, we just offer replacement. If your item is defective, you don’t need to return the original item and we will resend you a replacement for free.
Due to hygiene reasons and the fact that our products are customized,we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee)
- WeDO NOToffer refunds or exchanges on any products purchased during a sale or any promotion.
- We typicallyDO NOTaccept refunds or replacement due to customer’s mistakes such as:
- Incorrect selection of sizes, designs, colors, etc.
- Failing to preview the design carefully to see if it’s well set (as all of our printing files are automatically generated exactly assame as the preview on our website)
So pleasereview your order carefullybefore you check out to ensure your order is correct.
Please allow a little bit difference between product images and the actual item you received as sometimes product images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display
How to file a claim?
To file a claim, please send us an email to [email protected]stom.com and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us an image of the received package’s cover including the detailed shipping label so we can forward to our production department to investigate the problem
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item within 48 hours and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
The refund processing time is 48 hours, and the actual arrival time of the refund is determined by your payment method and bank processing time. Usually it will not exceed 14 working days. If you still do not receive a refund after this time, please contact us via our support email [email protected], we will check the refund progress for you and tell you how to deal with it.