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FAQ

FAQ

If you won't find relevant answer to your question in this section please kindly fill the form and ask your question at the "contact us" section or simply send an e-mail to incimilano@gmail.com

My package was damaged in transit. What do I do?

We apologize if your package was damaged during transit. We understand how frustrating that can be, and we want to make things right.

Here's what to do if your package was damaged upon arrival:

  • If the product inside is defective, please contact us as soon as possible through email with your full name, order number, and a photo or video of the damage.
  • Our customer service team will work with you to find a solution that best fits your needs.
  • Please note that if the damage is limited to the packaging and the product inside is not affected, we are not responsible for the damage.

Can I Exchange or Return An Item?

Please mind that our custom products are only eligible for return if they present defects. 

Can I cancel or modify my order?

We understand that sometimes plans change but the products that you order are printed only upon your demand so you have only 24 hours to cancel or modify your order before we start printing. Please e-mail to incimilano@gmail.com to cancel your order.

We will do our best to accommodate your request, and if your order has not yet been shipped, we will cancel it and process a refund for you. Please keep in mind that some order cancellations may not be possible after a certain point in the fulfillment process especially after 24 hours.

What happens if your package wasn't delivered but the tracking states that it was?

If the package was marked as delivered by the carrier, but if you haven't yet to receive it, we can't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

If you are unable to locate the package, if it's stolen, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

What’s your return and return policy?

Refunds are only offered to customers that receive the wrong items or damaged items. Please kindly read the refund and return policy at the footer menu for details.

Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at incimilano@gmail.com, within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

Can I return an item?
All the orders are print on your demand, so for all the products that you order we do not refund orders for buyer’s remorse. Returns for products as well as size exchanges are at your expense. If you choose to return an item or if you would like to do size exchanges you would need to place a new order at your expense for another product.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to us and We will ask you how to proceed and to contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided. 

If you won't find relevant answer to your question in this section please kindly fill the form and ask your question at the "contact us" section or simply send an e-mail to incimilano@gmail.com