Refund Policy
Returns
You may request a return within 30 days after your package has been delivered. For after-sales problems related to product quality, incorrect items, shipping damage, or other objective issues, please contact us within 7 days of delivery so we can review the case as soon as possible.
To qualify for a return, the item must be in its original condition: unworn, unused, unwashed, with tags attached, and in the original packaging. A receipt, order number, or other proof of purchase is required.
To begin a return request, please email us at support@gleecustom.com with your order information and proof of purchase. If your request is approved, we will provide return instructions, including where to send the package. Please do not send any item back before receiving our approval, as unauthorized returns may not be accepted.
Return Shipping Costs
If the return is requested for personal reasons, including ordering the wrong size, selecting the wrong item, changing your mind, or entering incorrect customization details, the customer is responsible for the return shipping cost and any related replacement fees. The exact shipping cost depends on the carrier or express company selected by the customer.
If the return is caused by our error, such as receiving a damaged, defective, or incorrect item, the customer will not be responsible for the return shipping cost.
Order Cancellation
Customers may request to cancel an order within 2 hours after placing the order.
Our normal order processing time is 2–5 business days after the order is placed. During holidays, peak seasons, or periods of high order volume, processing may take a little longer.
If a cancellation request is submitted before the order has been shipped and within the cancellation period stated above, the order can be cancelled. Once the order has entered production, customization, fulfillment, or has been shipped, we may no longer be able to cancel it.
Non-returnable Items
Because many of our products are customized or made-to-order, personalized items, special orders, and customized products cannot be changed, returned, or refunded once the order has been placed and production has started. Please carefully check all customization details, sizes, names, dates, colors, and other order information before submitting your order.
We also do not accept returns for personal care items, hazardous materials, flammable liquids, gases, sale items, discounted items, or gift cards.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If the item is defective, damaged, or different from what you ordered, contact us immediately at support@gleecustom.com with photos and your order information. We will review the issue and provide a suitable solution.
Exchanges
For exchanges, the simplest process is to return the eligible item first. Once the return is approved and completed, you may place a new order for the item you want.
Refund Method and Timing
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued back to the original payment method used for the order. Refunds are usually processed within 3–7 business days after approval. After the refund has been issued, it may take an additional 5–10 business days for the funds to appear in your account, depending on your bank, credit card company, or payment provider.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at support@gleecustom.com