Refund policy

Returns & Replacements Policy

At Once Upon You, each product is carefully customised just for you. Since all our items are made to order, we do not offer traditional refunds. However, your satisfaction matters deeply to us — and we are always here to help if something goes wrong.

1. No Refunds on Personalised Products

All our products are custom-made based on the details you provide (e.g., names, photos, and other personal information). As such, we are unable to accept returns or offer refunds for:

• Incorrect details provided at the time of order
• Change of mind after the order is placed
• Typographical errors submitted by the customer

Please review your order carefully before confirming, and double-check all spellings and uploaded content.

2. Replacements for Damaged or Defective Products

We offer free replacements in the following cases:

• The product arrives damaged
• There is a printing error caused from our side
• You received the wrong item

To request a replacement:

• Email us at onceuponyou.store@gmail.com within 48 hours of receiving the product
• Attach clear photos of the issue, along with your order ID
• We will verify the issue and send a corrected replacement at no extra cost

3.  Undelivered Packages

If your order has not been delivered within the expected timeframe

• Contact us at onceuponyou.store@gmail.com
• We will coordinate with our courier partners and provide an update or arrange a replacement, if required

4. Cancellations

Orders cannot be cancelled once processing or design has begun, as each item is made uniquely for you. If you need to cancel, please contact us within 2 hours of placing your order, and we’ll do our best to accommodate — if production hasn’t started.