Return & Refund Policy

 

Order Information Change

If you want to modify your order information within 24 hours after purchase, it will be free; additional 25% charges will occur if you change order information( such as size, image, design, pattern) after 24 hours.

Since each of our products is unique and made just for you, please double check your order info before placing an order. Once your order is placed, you agree and understand that it is a custom product that will immediately go into production and there is no window to make further changes.

Shipping Address Change

The shipping address can be free changed before shipping, and we can not do any change once shipping out. If you need to change the shipping address, please send an email to facepajamas@gmail.com with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!

Damaged & Misprinted

If the product arrives defective, we will reprint and resend it free of charge. Please send us an email ( facepajamas@gmail.com) with a picture of your item and order number and kindly explain the problem. Damaged/Misprinted Items can only be replaced within 3 months from your original order date. After this 3 month period, FacePajamas is not responsible for replacing any damaged or misprinted items.

If you are not satisfied with the outcome of your product, we offer reprints at no charge. Please send us an email ( facepajamas@gmail.com) with a picture of your item and order number and kindly explain the problem.

Please note that whatever size, color, and image you upload will be customized on your item. If the incorrect size, color or image is selected and sent out to you, FacePajamas is not responsible for replacing these items.

Product Image Disclaimer

Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of an item before purchasing. If the product image disclaimer due to our production, we will replace the product free for you.

Lost Packages

If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait two weeks before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.

Cancellations

Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours.

Please note that on all canceled or changed orders( after 24 hours) of personalized items there is a 25% customization fee. The customization fee applies after 24 hours has passed and is non refundable.

Return & Refund

Return & Exchange Service Procedure

STEP 1
Contact customer service and request the detail. Email: facepajamas@gmail.com

STEP 2
We will review the request.

STEP 3
Confirm with the customer whether to return, exchange or refund, and who bears the cost (If it is due to our reasons, the cost of return and exchange will be borne by us, if it is due to the customer's reasons, the cost will be borne by the customer).

STEP 4

Request refund and not replace: 

Get refund in 7 business days.

Request replace/refund and replace:  
Get Refund or Replacement after we receive the products. (No more than 30 days after sending replaced items.)

 Email: facepajamas@gmail.com

Operating Hours: 9:00 AM - 18:00 PM , Mon - Fri

 

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours.

Please note that on all canceled or changed orders( after 24 hours) of personalized items there is a 25% customization fee. The customization fee applies after 24 hours has passed and is non-refundable.

Each order comes with a 30 day satisfaction guarantee. If you received any broken items or you not satisfied with your purchase, please send us an email (facepajamas@gmail.com) with a picture of your item and order number and kindly explain the problem and we'll process your request.

Please re-package the products and ship them back to us within 7 days. If it's been 30 days since you purchased, unfortunately, refunds are no longer applicable.

FacePajamas cannot be held responsible for returned items getting lost during transit. We advise customers who return their purchase to pay for insurance and tracking to guarantee it reaches our destination safely.

For returns and replacements, If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to FacePajamas, we can reship the order or item(s) for free; No customization fee to be charged to the consumers for the return of the product.

When the package with your return arrives at the seller's return center, it may take up to 7 additional business days to process. You can check the status of your refund with the return tracking number found on your orders page.

Remember these points when you request a return:

  • Items must be returned within the return period, which can be found on the item's details page. You can also check return eligibility details on your orders page.
  • For certain products, refunds can be issued without a return. Make sure to add only the items listed on your packing slip when you return your order.
  • If your item isn't returned in the exact condition it was received, you may get a partial refund. This includes items that are missing nonessential parts or tags, or have other signs of use.
  • Items must have original tags, labels, and/or any accompanying materials in the state that they were originally included.

We only exchange goods if they are defective or damaged. We do our best to ensure all of our products arrive to you in perfect condition. If your in-home or doorway delivery item arrives damaged, please contact FacePajamas immediately and we'll make sure your issue is resolved. In circumstances where you consider that a product is defective, you should promptly contact us at facepajamas@gmail.com with details of the product and the defect. Please refer to Return Policy or please contact our customer service for return.

Please kindly allow us to take 7 business days to process your refund. Your bank statement will reflect a change within 10-15 business days. Any refund will be returned to your credit card in the original path.

Please contact with FacePajamas Customer Service by email (facepajamas@gmail.com) to get the return address in a necessary condition.

Customer Servicing Time

Please be sure your email send to facepajamas@gmail.com successfully, all the emails will be reply within 24 hours. But in addition to holidays and weekends, we will remind you by email automatically reply in this case and deal with when we back to work, please pay attention.

Payment and Data Security

Is the payment safe? - Yes, absolutely! We take steps to ensure the safety of our website and the payment. PayPal in full compliance with the PCI standards and certification can deal with payment. All your data on our website is encrypted through SSL.