Refund policy
We want you to love what you create with Virtuetale. Each product we offer is made specially for you—custom designed, printed, and shipped with care. Because of the personalized nature of our items, our return and refund policy is designed to be fair, transparent, and clear.
Return Eligibility
We offer a 30-day return window from the date you receive your order. To be eligible for a return:
- Your item must be in the same condition you received it—unused, unworn, and unwashed.
- All original tags and packaging must be intact.
- You must provide proof of purchase, such as your order confirmation email or receipt.
Custom and personalized products (including custom cartoon pillows, blankets, or other made-to-order designs) are non-returnable unless they arrive damaged, defective, or incorrect.
How to Start a Return
To begin the return process, contact us at support@virtuetale.com with:
- Your order number
- A description of the issue
- Clear photos (if applicable, e.g. damaged or incorrect items)
If your return is accepted, we’ll email you a return shipping label and instructions on how and where to send your package.
Important: Items sent back to us without first requesting a return will not be accepted.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon arrival. If your item is damaged, has a printing flaw, or is not what you ordered, reach out within 7 days of delivery. We’ll evaluate the issue and, if confirmed, offer:
- A replacement at no cost
- or a full refund (including shipping)
We may ask for photos of the item and packaging to process your request.
Non-Returnable Items
We cannot accept returns for the following:
- Custom or personalized items (unless damaged or incorrect)
- Perishable goods (e.g. flowers or plants)
- Personal care items (e.g. beauty products)
- Hazardous materials or flammable liquids/gases
- Digital products or downloadable items
- Gift cards
- Items marked as final sale or discounted at checkout
Restocking Fee
Returns of non-defective items may be subject to a 15% restocking fee. Because each item is custom-made, returned products cannot be resold. This fee helps offset production, packaging, and processing costs and will be deducted from your refund once the return is approved.
Exchanges
We do not offer direct exchanges. If you’d like to order something else, we recommend:
- Requesting a return (if eligible)
- Placing a new order separately once your return is approved
This ensures the fastest delivery of your new item.
European Union Customers
If your order is delivered within the European Union, you have the right to cancel your purchase within 14 days for any reason (as part of the EU cooling-off period).
To qualify:
- The item must be unused and in its original condition.
- All packaging and tags must be included.
- You must notify us within 14 days of receiving the product.
Please email support@virtuetale.com to initiate a return under this policy.
Refund Process
Once we receive and inspect your return, we will notify you of the result. If approved, we’ll process your refund to your original payment method. If a restocking fee applies, it will be deducted from your refund.
Refunds are typically issued within 10 business days after approval. Please note:
- Your bank or credit card company may take additional time to process the refund.
- If more than 15 business days have passed and you haven’t received your refund, please contact us.
Contact Us
For any questions about returns, refunds, or order issues, we’re here to help.
Email: support@virtuetale.com
Response time: 24–48 hours on business days