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\nGifts are a guess, even when you know someone really well. Maybe the 11 oz mug turned out a bit small for a serious coffee drinker, maybe the ornament colour clashes with their tree, or maybe you simply changed your mind. At Yay Bestie you can send any item back within 60 days of delivery, for any reason, including personalized pieces, and we pay the return postage. This page covers the process: what to send, how to start, and what happens once it reaches us. How and when the money comes back is explained separately in our Refund Policy.
\nThe clock starts on the day tracking shows your parcel as delivered, and it runs for 60 calendar days. Inside that window, all you need to do is contact us; the item itself can travel back afterwards. Once we approve your return, you have 14 days to post it. If you are the person who received the gift, the same 60 days apply from the day it reached you, and you can contact us directly with the order number from the packing slip or the giver’s name and email.
\nExample: your parcel shows as delivered on March 2. You can request a return any time up to May 1. If we approve it on April 28, you still have until May 12 to drop it off.
\nLots of shops refuse returns on anything with a name on it. We do not, because we know a gift can miss even when the wording is perfect. Personalized mugs, ornaments, lamps, plaques, pillows, keychains and every other piece can be returned within 60 days. A personalized item cannot be resold, so it is recycled or donated where that is possible, but that is our problem to solve, not yours.
\nWhat we ask depends on why it is coming back:
\nPlease do not send anything back without talking to us first. A parcel that turns up without an authorization takes much longer to match to an order, which slows down your refund or exchange.
\nWe do, in every case. If the item arrived damaged, was faulty, was not as described or was simply the wrong thing, return postage is free. If you changed your mind, need a different size or want a different colour, return postage is also free. Usually we email a prepaid tracked label. Where a label is not practical, for example for some returns from Australia or New Zealand, we ask you to post the item with a tracked service and reimburse the reasonable postage cost when you send us the receipt. We never deduct postage or charge a restocking fee from a refund.
\n| Reason for return | \nReturn postage | \nDo you need to send it back? | \nYour options | \n
|---|---|---|---|
| Changed your mind | \nFree (prepaid label or reimbursed) | \nYes, unused | \nRefund or exchange | \n
| Different size or colour wanted | \nFree | \nYes, unused | \nExchange or refund | \n
| Arrived damaged or broken | \nFree | \nUsually not; photos are enough | \nFree remake or full refund | \n
| Faulty (for example a lamp that will not light) | \nFree | \nSometimes, for inspection | \nFree replacement or full refund | \n
| Wrong item or our personalization error | \nFree | \nUsually not | \nCorrect item or full refund | \n
| Typo you entered at checkout | \nFree | \nYes, unused | \nRefund, or a new order with the corrected text | \n
An exchange swaps your item for a different size, colour or design of the same product, or re-does the personalization. Because everything is made to order, an exchange is really a remake: once your return is on its way to us with tracking, we start the new piece, which then takes the usual 1–3 business days to make and ships free.
\nWant a different product altogether, say a night light instead of a mug? We treat that as a return plus a new order and settle the price difference either way. If the option you want is no longer available, we suggest the closest alternative or refund you in full.
\nWe print exactly what is typed at checkout, so a name entered as “Katelyn” will not come out as “Kaitlyn”. If the mistake was in the text you entered, the fastest fix is to email us within 24 hours of ordering, before production starts; see Cancel or Change an Order. If the piece has already been made, it can still come back under the normal 60-day return, free of postage.
\nIf we made the mistake, such as a wrong letter, a missing date or the wrong design, that is on us. Send a photo and we remake it at no cost, usually without needing the first piece back.
\nTell us within 60 days of delivery and include photos. For breakage in transit, we normally remake and resend the item right away or refund it in full, including any shipping you paid. For lamps and night lights that will not switch on, try a different USB port or fresh batteries first, and peel off any protective film from acrylic panels; if it still does not work, we replace it. If we need the faulty item back to understand what went wrong, we send a prepaid label.
\nColours on screens and colours in real life are never a perfect match, and natural wood has its own grain and knots. Those differences are not defects on their own, but if your item looks clearly different from its product photos, send us a picture and we will look at it with you.
\nWe check returned items within 2 business days of arrival and email you the result. For a refund, the money reaches your original payment method within 7 days of approval; the Refund Policy covers amounts and timing in detail. For an exchange, your new piece goes into production and you get a fresh tracking number when it ships.
\nIf a returned item arrives used or damaged after a change-of-mind return, we contact you before doing anything else. We will explain what we found and agree the next step with you; we never quietly reduce a refund.
\nA return that breaks on the way back still gets refunded, but it is nicer for everyone when it arrives in one piece. A few tips by product type:
\nWrite the return authorization number or your order number on a slip of paper inside the parcel, not just on the label. If the label gets scuffed in transit, the note inside still tells us whose return it is.
\nReturns from outside the United States follow the same 60-day rule and are still free. Because prepaid international labels are not always available, we will usually ask you to send the parcel with a tracked postal service, mark it as a returned purchase rather than a gift on any customs form, and email us the receipt. We reimburse the reasonable cost of that tracked postage together with your refund or before your exchange ships. If your local post office asks for a value, use the price you paid; if you are unsure how to fill in a form, write to us before you post and we will walk you through it.
\nImport duties or taxes you paid when the parcel first arrived are charged by your country, not by us, so we cannot refund them directly. Some customs agencies let you reclaim duties on goods you send back; your local customs website explains whether that applies.
\nReceived a Yay Bestie gift that is not quite you? You can return it without involving the giver if you prefer. Contact us with the order number from the packing slip, or the name of the person who sent it. We can issue the refund to the original payment method, which notifies the buyer, or arrange an exchange shipped to you. Tell us which you prefer and we will keep it as discreet as possible.
\nIf your order has not left us, you do not need to return anything. You can cancel or change it within 24 hours of ordering, before production begins, on the Cancel or Change an Order page. After that, the piece is already being made, and the normal 60-day return applies once it arrives.
\nEmail support@yaybestie.com with your order number and we reply within one business day. Our FAQs answer the most common return questions, and the Shipping & Delivery page explains parcels that are late or lost on the way to you.
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