Returns &
custom orders.

Non-custom pieces: 60 days

Non-custom pieces may be returned within 60 days of delivery if they are unused and undamaged. The buyer pays return shipping, and the refund is issued after the returned piece is inspected.

The 60-day window starts on the delivery date. A piece must be unused and undamaged. Return shipping is paid by the buyer, and the refund is issued after the returned piece is inspected.

Custom pieces: approval and cancellation

Custom pieces are produced only after you approve the design preview. You may cancel before production starts, or within 24 hours after approval — whichever comes first. Once production starts, a custom piece is final sale, except for seller-fault defects, wrong items, or transit damage.

Nothing is made until you approve the design preview, so spelling and photo choices can still be fixed at that stage. After approval, production items cannot be edited; you can still use the cancellation window above. A buyer-approved spelling or photo choice is not a defect.

Custom pieces: damaged, defective, or wrong

Report a defect, wrong item, or transit damage within 7 days of delivery with photos. We will arrange a remake or refund for confirmed seller-fault issues. Spelling or photo errors you approved on the design preview are not covered.

How to request after-sales help

For orders placed through Shopify checkout, use the following support steps. Never ship an item without return authorization.

1. 01

   Tell us what happened

   Use the contact form or email heyfloop@proton.me. Include an order number if you have one.

2. 02

   Wait for return instructions

   We will review eligibility and share the next steps and return destination. Please do not mail anything before receiving instructions.

3. 03

   Send the item when authorized

   For an eligible non-custom return, use the instructions provided. Refunds follow inspection of the returned item.

Contact support

See contact the studio for the current support situation and shipping & delivery for production and delivery terms.

Still to be confirmed: the return address, refund processing time, and whether original shipping charges are refunded. These details will be published here when confirmed and are not promised now.

Personalization questions