Refund policy

If something is wrong

If your ornament arrives damaged, misprinted, not what you ordered, or the carrier confirms it was lost, email cs@totkind.com within 30 days of delivery with your order number and a photo. You choose:

• A free replacement, remade and shipped to you at no cost, or
• A full refund to your original payment method.

You do not need to send the original back. Keep it, recycle it, or hang the slightly imperfect one somewhere only you will see.

Personalized items

Every ornament is made just for you, with your names, dates and design, so we cannot resell it. That is why we cannot accept returns or exchanges on personalized items for a change of mind, a different size, or a spelling mistake in the text you entered.

Before you check out, take a moment with the live preview on the product page. We print exactly what the preview shows, so double-check every name and date.

Changing or cancelling an order

Spotted a typo, or need to change the size or address? Email cs@totkind.com within 1 hour of placing your order and we will update or cancel it for a full refund. After that, your ornament has usually gone into production and can no longer be changed.

Gift add-ons that are not personalized

Items without your names or design on them (for example caps, pillows and baby essentials) can be returned within 30 days of delivery if they are unused and in their original packaging. Email us with your order number and we will send return instructions. Return shipping is paid by you unless the item arrived damaged or wrong. Once we receive it, we refund the item price within 5 to 7 business days.

Refunds

Refunds go back to your original payment method. Once issued, they usually take 2 to 8 business days to appear, depending on your bank. Items bought with a discount code or during a sale are refunded at the amount you actually paid.

Anything else? Email cs@totkind.com. We reply within 24 hours.