Exchange Policy

Exchange Window

Eligible items may be exchanged within 7 days of delivery (based on carrier confirmation).

We do not offer cash refunds. If an exchange isn’t possible, we’ll issue store credit or a digital gift card.

Eligibility & Condition

To qualify for an exchange or store credit, items must be:

  • Unused, unwashed, and free of scents or pet hair.
  • Returned with all original tags, components, and accessories.
  • Undamaged except for issues caused during shipping.

Non-Exchangeable Items

  • Custom Spell Commissions: Once project details are confirmed and the Commission Contract is signed, the sale becomes final.
  • Gift cards (digital or physical) cannot be exchanged.

How to Start an Exchange

You can also use the Live Chat button in the bottom-right corner of the screen.

  • Our team will review your request and respond within 5–7 business days. If you haven't heard from us after 8 days, please reach out again - your message may have landed in Spam.
  • Please include clear photos to help us verify the issue.

If the preferred replacement is unavailable, you may wait for restock or opt for store credit (often includes a small bonus of 5-10%)

Exchange Shipping

Return shipping is paid by the customer unless:

  • We shipped the wrong item, or
  • The shipping carrier damaged the order.

If we provide a prepaid label, the label cost may be deducted from any store credit issued.

Store Credit

Once approved, you’ll receive either:

  • Store credit (promo code sent by email), or
  • A gift card sent by email within 3–5 business days.

Gift cards activate immediately upon delivery.

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 7 days of delivery at . Include photos and your order number.

After review, we’ll repair or replace the item, or issue store credit/gift card when appropriate.

Order Changes & Cancellations

Need to modify or cancel an order? Reach out as soon as possible.

Orders can only be changed or cancelled before processing begins. Once a shipping label has been printed, we can no longer make changes or cancel the order.

Questions

Visit Help & Hexplanations for quick answers, or Summon Us for direct support.

You can also email or use the Live Chat feature for one-on-one assistance.