At SnapVow, customer satisfaction is always our top priority. Your item will be fully checked by our dedicated QC team before shipping, ensuring the quality of our products. Please carefully review your customization details before placing your order. However, if you encounter an issue with your order, such as a damaged item, incorrect size, or color, please contact us, and our customer service team will be happy to assist you. Please read our refund/return policy carefully to ensure a smooth process.
DAMAGED | CUSTOMIZATION ERROR | WRONG ITEM RECEIVED
If the item arrives damaged, defective, or incorrect, we will arrange a replacement for you. Please email us at service@snapvow.com with your order number, a photo of the item, and a brief description of the issue. We’ll process your request as quickly as possible.
Please note that the size, color, or image you upload will be customized on your item. If an incorrect size, color, or image is selected and the item is produced and sent, SnapVow is not responsible for replacing these items.
UNSUCCESSFUL DELIVERY
If an unsuccessful delivery is caused by the shipping carrier, we will produce a new item free of charge and cover the shipping fee.
If the delivery fails due to an incorrect shipping address in your order, we can remake and resend the item at a discounted price, but a refund cannot be provided. Please double-check the shipping address when placing your order.
We will also send a shipment email notification with your tracking number once your item is shipped. Please check this email, and if it doesn’t appear in your inbox, check your spam folder. If it’s in spam, please mark it as “Not Spam” to ensure future emails arrive smoothly.
ORDER CANCELLATION
Once your order is placed, it immediately enters the design stage. If you request cancellation within 6 hours, a transaction fee will apply. If you cancel within 6–24 hours, both a design fee and transaction fee will apply. Orders older than 24 hours cannot be canceled.
Fee details:
- Design fee: $5 per order
- Transaction fee: 5% of the refund amount
If your order has entered production and you need to make changes (such as size, color, or design), a fee of 50% of the order amount will be applied. Orders that have been shipped cannot be canceled, and 100% of the order amount will be retained. Each product is custom-made for you, so please double-check your order details before confirming. If you have any questions, please email us at service@snapvow.com.
The shipping address can be changed before your order is shipped. However, we cannot change it once your order has been shipped.
REFUND INFORMATION
Please allow up to 14 business days for us to process your refund. The refund will appear on your credit/debit card statement within 14 business days. Refunds will be returned to your original payment method, with a 5% transaction fee retained by the credit card processing network. You will receive 95% of the refund amount.
RETURN FEES
If the item arrives damaged, defective, or incorrect, we will cover the return shipping fee.
RETURN ADDRESS
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
CUSTOMER SERVICE HOURS
Please ensure your email to us is sent successfully. All emails will be replied to within 24 hours. However, responses may take longer on holidays or weekends. Thank you for your understanding.