Refund policy

MiavaCreations cannot take responsibility for lost or damaged mail once it has left our care. We also do not offer refunds or exchanges on personalised and custom orders. As these are personalised items and cannot be sold again. 

Should your item arrive damaged, kindly reach out to us within 48 hours, providing your order number along with photographs and descriptions depicting the damage exactly as received. We will evaluate each case individually, exercising discretion to determine if the item can be returned and replaced or repaired based on the extent of the damage.

It is crucial to note that we will not accept damaged returns if you have not notified us via email and submitted relevant photographs within the specified 48-hour timeframe after receiving your order.

In cases where repair or replacement is deemed necessary, the original item must be returned to us in unused condition, including all original packaging. All costs associated with return shipping are the responsibility of the customer. We recommend careful repackaging of the item to prevent damage during delivery and suggest using a tracked or registered mail carrier for your peace of mind.

We kindly ask you to choose your items carefully, as we do not provide refunds or exchanges for change of mind.

Refunds and replacements will not be offered if the customer:

  • Decides they do not like the purchase or do not have a use for it
  • Simply changes their mind
  • Has not followed the provided product care instructions

Please retain proof of postage until we have confirmed that your replacement has been processed. We reserve the right to refuse returns if they do not meet the conditions mentioned above.

However, if you need to make changes to your order, please contact us immediately. If your order has not been processed yet, we will do our best to accommodate your request.

As our products are made-to-order according to each customer's specifications, changes and requests for returns or remakes due to personalization errors or changes of mind are not possible. However, we understand that mistakes happen, and where possible, we will try to assist with an affordable solution if we are notified within the specified time period mentioned above.