Love Strung strives to make all our customers happy but if for any reason there is a problem with your order, please let us know immediately and we will make our best effort to resolve the issue. We want you to be 100% satisfied with your purchase! Refunds will be provided for unused products returned within 14 days of the date you receive your order. No refunds or returns on personalized items. Shipping costs are nonrefundable and all costs for return shipping are the responsibility of the customer. Be sure that any returns are shipped prepaid and with a tracking number for documentation purposes.