Return Policy

Return & Refund Policy

Custom-made items

Every Aleina Ornament item is personalized and made to order for you, so we cannot accept returns or exchanges. Orders can be changed or cancelled only before production starts (production usually takes 1-2 business days), so please contact us as soon as possible.

If something is wrong with your order

If your order arrives damaged, has a defect caused by us, is not what you ordered, or contains an error we made in the personalization, email support@aleinaornament.com within 7 days of delivery. Please include your order number and a photo. We will send a free replacement or, if a replacement is not possible, refund your order.

Errors in the information you submitted

We make each ornament exactly as submitted. If a name, date, text or photo you entered contains a mistake, we cannot replace the ornament. If you spot a mistake after ordering, contact us right away. If production has not started, we will fix it.

Lost packages

If your tracking shows no movement for 7 days or your package is lost, contact us and we will work with the carrier and replace or refund your order.

Refunds

Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund.

Questions?

Email us at support@aleinaornament.com.