Can I cancel or change my order?

Yes—within the first 24 hours after order confirmation.
We place all orders on hold for 24 hours to allow for changes or corrections. During this time, you can:

• Adjust your selection (size, frame, print)
• Cancel your order

Simply contact us as soon as possible within that 24-hour window. After 24 hours, your order is sent into production, and from that point:

Cancellations are no longer possible and no changes can be made.
This is because each piece is made-to-order and enters an automated production workflow.

Shipping address changes & incorrect addresses:
You can still update your shipping address until the order has been shipped. Once it’s shipped, the address can no longer be modified and we are unable to reroute or recover it. If an order is not delivered due to an incorrect or incomplete address entered by the customer, we cannot offer a refund or free replacement.

Return Window

You may return your item within 30 days of delivery. To be eligible:

• The item must be unused, unmarked, and in its original packaging.
• Return requests for unwanted items are discouraged, as each product is made to order.

Customers are responsible for return shipping on change-of-mind returns. This cost will be deducted from the refund amount.

What if my item arrived damaged or incorrect?

If your order arrives damaged or you receive the wrong item, we’re truly sorry and will make it right. You are eligible for:

• A free replacement or full refund
• Free return shipping

To process your request, please send us photo evidence within 7 days of delivery, including:

• A photo of the external packaging of the shipment
• A photo of the shipping label on the package
• A photo of the product itself (including visible damage or issue)

This helps us resolve the issue quickly and file claims with our shipping partners if needed.

Important Notes

We do not accept returns for used or visibly worn items.

Items returned without prior approval will not be eligible for a refund.

Refunds will be processed to your original payment method once we’ve received and inspected the return.

Please allow up to 10 business days for the refund to reflect in your account.

For any questions, issues, or return requests, please reach out to our support team at info@houseofkoyomi.com