Exchange Replacement Policy

Last updated: July 31, 2026

We want every customer to receive the correct order in good condition. If there is a problem with your order, we may provide a replacement, refund, partial refund, store credit, or discount code, depending on the cause and severity of the issue. Because Aljaira products are custom-made to order, please read the timeframes below before you buy.

Restocking fee: we do not charge any restocking fee on approved claims or authorized returns.

1. Wrong Item, Design, Color, or Size Sent by Us

If we send a product, design, color, or size that does not match your order confirmation, you may choose a free replacement with the correct item, or a refund for the affected item. You normally do not need to return the incorrect product unless our Support Team specifically instructs you to in writing.

2. Missing Items

If one or more items are missing from your package, you may choose free shipment of the missing item, or a refund for its value. Please send photos of all items received and the original packaging so we can verify the missing contents. A photo of the shipping label is not required.

3. Defective, Damaged, or Minor Product Issues

If your product has a manufacturing defect or arrives damaged, send clear photos of the full product and the affected area. After reviewing the issue, we may provide a free replacement, a full refund, a partial refund, or store credit.

• Major defects that prevent normal use may qualify for a free replacement or full refund.
• Minor issues that do not prevent normal use may qualify for a partial refund or store credit.

The available resolution depends on the nature and severity of the issue.

4. Color Differences

The actual product color may look slightly different from the images on our website because of screen settings, lighting conditions, product materials, or normal variations in the printing process. Small color differences from these factors are not considered defects.

If the actual color is significantly different from the product image or description — so that the item is not what was described — we may provide a free replacement, a full or partial refund, or store credit, depending on the difference.

A wrong color variant is different from a normal color variation. For example, receiving a blue item after ordering a black item is an incorrect item and is handled under Section 1.

5. Damage During Shipping

If your package or product is damaged during shipping, send clear photos of the outside of the package, the packaging materials, the full product, and the damaged area. A photo of the shipping label is not required.

After reviewing the evidence, we may provide a free replacement or a full or partial refund, depending on the severity of the damage and whether the product can still be used.

6. Personalized Products

Personalization Error Caused by Us

If the personalization is incorrect because of an error by our website, production team, or manufacturing partner, we will send a corrected replacement free of charge.

Incorrect Personalization Submitted by the Customer

You are responsible for checking all names, numbers, dates, images, and other personalized details before ordering. If the product was made correctly based on the information you submitted, a full refund or free replacement is not available. We may, at our discretion, provide a 50% discount code based on the listed price so you can order a corrected product.

7. Customer Selected the Wrong Size

If the item was made and shipped in the size you selected but does not fit, we offer a one-time size replacement:

• you pay a fixed fee of $15 USD per replacement item;
• the fee covers one remake plus standard replacement shipping;
• the original product does not need to be returned — you may keep, donate, or dispose of it; and
• this option is limited to one time per affected item.

The one-time limit applies only to size-change replacements. If the replacement item itself arrives defective, damaged, or incorrect, that is a new issue under Section 3. The $15 fee does not apply if we sent a size different from your order confirmation — in that case the replacement is free.

8. Change of Mind & Order Cancellation

You may cancel your order for a full refund by contacting Support within 24 hours of placing it. If a valid cancellation request arrives within this 24-hour window, we will issue a full refund even if production has already started.

After the 24-hour cancellation period, a full refund is not available solely because you:

• changed your mind;
• no longer need the product;
• prefer a different product; or
• do not like the style or fit of a product that was made correctly.

In some cases we may, at our discretion, provide store credit or a 50% discount code for a new order. For a wrong size you selected, the $15 replacement in Section 7 remains available. This support does not require the original product to be returned and does not create a general right to a full refund. Customers in the EU also have the 14-day cooling-off right described in our Return Policy.

9. Lost Orders

If the shipping carrier confirms a package is lost, you may choose a free replacement or a refund. If the package was never marked as delivered, report the issue within 30 days of the latest estimated delivery date. If tracking has stopped updating for an extended period, contact Support so we can open a carrier investigation.

10. Tracking Shows "Delivered," but the Package Was Not Received

If tracking shows your package as delivered but you cannot find it, please first check with other members of your household, neighbors, your building reception or mailroom, your local post office, and the shipping carrier.

Where appropriate, we will open a carrier investigation. A status of "Delivered" does not automatically qualify an order for a refund or replacement — we review the carrier's findings and the circumstances before determining the resolution.

11. Late Delivery

Required Delivery Date Confirmed in Writing

If you told Support of a required delivery date before production began and our team confirmed that specific deadline in writing, but the order arrived after that date, you are eligible for a full refund.

No Required Delivery Date Confirmed

If no specific deadline was confirmed in writing before production began, delivery after the estimated timeframe does not automatically qualify for a full refund. Depending on the length of the delay and the circumstances, we may provide a partial refund, store credit, or another reasonable resolution. Estimated delivery dates are not guaranteed unless our Support Team confirms a specific deadline in writing.

12. Incorrect Shipping Address Provided by the Customer

Address-Change Requests

Requests to change the shipping address must be submitted within 48 hours of placing the order. If the order has not shipped, we will make a reasonable effort to update the address free of charge. Changes are not guaranteed once the order has entered fulfillment or shipping preparation.

Order Already Shipped

If the order has already been handed to the carrier, we will help request a correction or redirection when possible, though we cannot guarantee the carrier will approve or complete it. If the order must be produced and shipped again because you provided an incorrect or incomplete address, you are responsible for the applicable remake and shipping costs.

13. Refused or Uncooperative Deliveries

A full refund is not available when delivery fails for reasons outside our control, including when you refuse the package, do not respond to the carrier, do not collect the package, or do not complete customs clearance or other required procedures. If a package is returned to us because destination customs charges were not paid, any refund is issued minus the original shipping cost and a 20% handling fee (see our Shipping Policy).

Depending on the package status, return status, and costs already incurred, we may provide a partial refund, store credit, a discount code, or another reasonable resolution.

14. Physical Returns & Return Shipping Costs

Most approved claims are resolved without requiring the original product to be returned. In limited cases, our Support Team may require a physical return before completing a resolution.

• Our error or verified product issue. If we require a return because of a verified defect, shipping damage, an incorrect item, or another error on our part, we cover the authorized return-shipping cost or provide a prepaid return label.
• Goodwill exception at your request. If you ask us to accept a return that we are not otherwise obligated to accept, and we agree in writing to do so as a one-off courtesy, you are responsible for the return-shipping cost. We will confirm this cost responsibility in writing before you ship anything.

A goodwill exception does not create a general right to return a made-to-order product because of a change of mind, an incorrect size selection, or personal preference.

Authorized returns are sent to our address in Newark, Delaware; the exact return address will be provided with your written Return Authorization.

15. How Claims Are Reviewed

Each request is reviewed based on the order information, your description of the issue, photos or videos you provide, the condition of the product, tracking and delivery information, and information from the shipping carrier.

Only one primary resolution is normally provided for the same issue. For example, you cannot receive both a full refund and a free replacement for the same product unless our Support Team confirms otherwise in writing.

16. Refund Processing Time

If a refund is approved, we process it to the original payment method within 3 to 5 business days. If that method is no longer available (for example an expired card, or a purchase paid with store credit or a gift card), we will issue the refund as store credit or another method we agree with you. After we process it, your provider may need extra time to post the funds:

Original shipping charges are normally non-refundable. We will refund applicable original shipping charges when the refund is caused by a verified defect, shipping damage, an incorrect item sent by us, a package confirmed lost, or delivery after a specific deadline our Support Team confirmed in writing before production began. Duties, taxes, and customs fees are the recipient's responsibility and are not refundable.

17. Contact Us

For order, billing, claim, or policy questions, please contact our Support Team using the information below.