30 Days Return Policy

At Timetocustom, we strive to provide you with a seamless shopping experience and ensure your satisfaction with our products. In the event that you are not completely happy with your purchase, we have implemented a refund policy to address any concerns you may have. Please familiarize yourself with our policy outlined below.

Return/Exchange Process

Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product or other dissatisfaction, please contact us immediately at our email:service@timetocustom.com.

Step 1: Please email our customer service representatives at service@timetocustom.com to get a return authorization and return address, stating your order number and reason for return. Please describe the issue in detail, including the return reason, along with your order number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.

Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return. 

Step 3: You will receive refund or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Refunds will be refunded to the original payment account. Paypal generally 1-3 working days, credit card generally 5-10 working days. (If no refund is received within 30 days, please contact us via email)

The following reasons are covered by FULL COVERAGE Return/Exchange Policy:

If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to Rosesouvenir, or the quality of the products you received is defective, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange.

Not Covered Under Return:

1.If you chose the wrong size.

2.If personal reasons due to changed mind, personal taste, ordering numerous personalized items for the purposes of comparison or sizing, or you do not see the detailed description, etc.

3.Personalized items are one-of-a-kind.

4.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

Cancellation policy:

1.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.

2.Please note that you couldn’t cancel or change your purchase once we ship out your order.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@timetocustom.com.