Return and Refund Policy

Returns

Because our products are personalized and made to order, we do not accept returns or exchanges for change of mind, incorrect product or variant selection, incorrect personalization details submitted by the customer, or personal preference.

Each item is produced specifically for you once your order is placed, which means we are unable to restock or resell returned items.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery. Claims must be submitted no later than 30 days after delivery.

To process a replacement, we require:

• Clear photos showing the issue

• Your order details

Once verified, we will arrange a replacement at no additional cost.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Refunds are only issued in the following cases:

• The item is lost in transit.

• The item arrives damaged or defective and cannot be replaced.
  

• The item received is incorrect and cannot be replaced.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refunded amount to appear, depending on your bank or payment provider.

Order Changes & Cancellations

Orders can only be modified or canceled within 12 hours of purchase. After this period, the order may already be in production.

Contact

If you have any questions or issues with your order, please contact us at:
support@thefirstzone.com or chat with us.