DESORIA Return and Refund Policy

We want you to be happy with your DESORIA order. If a product arrives damaged, defective, incorrect, incomplete, or materially different from its description, please contact us so we can help.

Return window

For eligible products, contact us within 30 days of delivery to request a return or refund review.

To qualify for a standard return, a product must generally be:

• Unused
• Unworn
• In its original condition
• In its original packaging

Please contact us and receive return instructions before sending anything back.

Personalized and made to order products

Personalized, engraved, custom, and made to order products are created specifically for each order. They are generally not eligible for return or exchange because of a change of mind, personal preference, or customer ordering error.

If a personalized or made to order product arrives damaged, defective, incorrect, or materially different from what was ordered, contact us so we can review the problem.

Damaged, defective, incorrect, or incomplete orders

If your order arrives damaged, defective, incorrect, or incomplete, contact us as soon as possible and provide:

• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the packaging when relevant
• A video when reasonably required to verify the issue

Some fulfillment partners require photographic or video evidence before approving a replacement or refund.

If the issue is confirmed, DESORIA may provide a replacement, refund, or another appropriate resolution depending on the circumstances and applicable consumer rights.

Orders delivered in multiple packages

Products from the same order may arrive separately. Before reporting an incomplete order, please review all tracking numbers and delivery notifications associated with your purchase.

If every package is shown as delivered and an item is still missing, contact us for assistance.

Packages marked delivered but not received

If carrier tracking shows that a package was delivered but you cannot locate it, please:

• Check the delivery location carefully
• Ask other members of your household
• Check with neighbors or building management
• Allow up to two business days in case the carrier recorded delivery early

Contact us promptly if the package still cannot be located.

Change of mind returns

Eligible nonpersonalized products may be considered for return within the return window.

Because our products may be fulfilled from different locations, the correct return destination can vary. Products sent to an unauthorized address may not qualify for a refund.

Unauthorized returns may be refused or returned to the sender. Customers may be responsible for the cost of returning an unauthorized product to them, where permitted by applicable law.

Unless the product is damaged, defective, incorrect, or subject to a mandatory legal return right, the customer may be responsible for return shipping costs.

Cancellations and order changes

Cancellation or order-change requests must be submitted within one hour of placing the order. After this one-hour window, we cannot guarantee that an order can be cancelled or modified.

Once an order has entered production, personalization, fulfillment, or shipment, it cannot be cancelled or changed.

Refunds

If a refund is approved, it will be returned to the original payment method. Your bank or payment provider may require additional time to post the refund after DESORIA processes it.

Original shipping charges are generally nonrefundable unless:

• The return resulted from an error with the order
• The product was damaged, defective, or incorrect
• A refund is required by applicable law

Products that cannot normally be returned

Unless required by applicable law, DESORIA generally cannot accept returns for:

• Personalized or engraved products
• Custom or made to order products
• Products damaged through misuse after delivery
• Products returned without authorization
• Products returned outside the applicable return window

Statutory consumer rights

Customers in some locations have legal cancellation, return, refund, or product conformity rights that cannot be waived by store policy.

Nothing in this policy is intended to limit any mandatory consumer rights that apply to your purchase.

Contact us

If you have a problem with an order, please contact us before initiating a return. Include your order number and as much relevant information as possible so we can assist you efficiently. 

If you have any questions or concerns, please contact us through our Contact Us page or email us at support@shopdesoria.com.