Return/Exchange/Refund Policy

At Captivated Gifts we want you to be completely satisfied with your order. There are two different situations below, and they follow two different processes. Please read the one that applies to you.

1. Your order arrived damaged or defective

We replace it free — always. No restocking fee, and no return shipping cost to you.

Email support@captivatedgifts.com with your name, order number, and a photo or short video showing the damage. That is all we need as proof — there is no separate return request to file.
Because every item is made to order, you may not need to send the damaged item back. Customer service will determine if the item needs to be returned once you contact them.
This applies to every item we sell, including clearance and final sale items. A damaged product is always covered.
Please contact us within 30 days of delivery.

2. You changed your mind — returns and refunds

Unworn, unwashed, unused merchandise with tags and in its original packaging can be returned within 30 days of the delivery date.

Email support@captivatedgifts.com with your name, order number, and reason for return. Our team will review and respond within 24–48 hours.
If approved, we will send you a return shipping label along with instructions. Do not ship anything back before you receive that label — items sent to us without an approved return will not be accepted, and returns must not be sent to the original shipping address.
Because every item is made to order, change-of-mind returns are subject to a 30% restocking fee.
Once your return is received and inspected at our warehouse, we will notify you whether the refund was approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take another 3–5 business days to post it.
If more than 15 business days have passed since your return was approved and you have not seen the refund, please contact us.

Exchanges: the fastest way to get the item you want is to return the one you have, and place a separate order for the new item.

Items that cannot be returned or refunded

Clearance and final sale items — these are clearly marked Clearance or Final Sale on the product page. They may not include original packaging and we make no guarantees about their condition.
Gift cards.
Personal care, beauty, and health or wellness items.

Please note: a product that simply displays a discounted price, a compare-at price, or a savings badge is not a clearance or final sale item. Our standard 30-day return applies to it normally. Only items specifically marked Clearance or Final Sale are excluded.

And in every case above, the damage and defect coverage in section 1 still applies.

Order cancellation

All of our products are printed on demand, individually, for each customer at the time they order. Because of this, we can only cancel or modify an order within the first 12 hours after purchase.

Package marked delivered but missing

If tracking shows your order was delivered but you did not receive it, we have to rely on the carrier's tracking record. You will need to open a trace or missing-package claim directly with the carrier (USPS, UPS, or FedEx) using the tracking number in your shipping email. Once you send us the claim or case number, customer service will review it.

Returned to sender

If an incorrect address was provided and your order is returned to us by the carrier, we will reship it once you pay a shipping and handling fee to cover the cost of reshipping. If you would rather not have it reshipped, we will refund you — the refund will not include original shipping costs, priority processing, or insurance, and a 30% restocking fee will be deducted.

Occasionally these packages are refused by the manufacturer and destroyed by the carrier, or lost in transit. In any case where the package does not come back to us, we can provide a 50% store credit toward a new item.

If you provided the correct address and the order still comes back, we will reship it to that same address free of charge. If you want it sent to a different address, a shipping and handling fee applies.

Warranties

Our standard refund and replacement policy lasts 30 days from the date tracking shows your order was delivered. If an extended warranty was purchased, that item's coverage is extended for the warranty period.