Overview
At Dewyor, our products are custom-made and handcrafted with care — especially our personalized embroidery pieces. Because of their unique nature, we follow a strict return and refund policy.
We only accept returns for damaged, defective, or incorrect items — and only when reported within 48 hours of delivery with valid unboxing video proof.
Please read the full policy below for details on eligibility, process, and non-returnable items.
Refunds
If your return request meets the eligibility criteria — including submission of a complete unboxing video within 48 hours of delivery — you may be eligible for:
- A full refund to your original payment method, or
- A replacement of the same item (subject to availability)
Once we receive and review your request (including video and photo evidence), we will notify you via email or WhatsApp regarding the approval or rejection of your refund.
If approved, your refund will be processed within 7–10 business days.
Please note:
- Shipping fees are non-refundable
- Refunds will not be issued without valid proof (video + order details)
Late or missing refunds
If you haven’t received your refund yet, please follow these steps:
- Check your bank account again to ensure the amount hasn’t arrived.
- Contact your credit card company — it may take some time before your refund is officially posted.
- Reach out to your bank — there is often a processing delay before a refund appears in your account.
If you’ve completed all the steps above and still haven’t received your refund, please contact us at hello@dewyor.com with your:
- Order ID
- Refund approval confirmation
- Your name and contact information
We’ll assist you promptly.
Sale items
Only regular-priced items are eligible for a refund.
Sale or discounted items cannot be refunded or exchanged.
Customized or personalized products (such as items with name embroidery) are non-returnable and non-refundable, except in cases of damage or defect, reported within 48 hours of delivery with valid unboxing video proof.
Please double-check your custom name and order details before placing the order.
Exchanges
We do not offer exchanges, as each item is made-to-order and often handcrafted or customized (e.g., name embroidery).
However, if you received a defective, damaged, or incorrect item, you may be eligible for a replacement — but only if:
- The issue is reported within 48 hours of delivery, and
- You provide a complete unboxing video showing the unopened package, the unboxing process, and the issue clearly.
📩 For any such issues, please contact us at hello@dewyor.com or on WhatsApp with:
Clear photos of the item and packaging
Your Order ID
Description of the problem
Full unboxing video
Gifts
If the item was marked as a gift when purchased and shipped directly to you, and it meets our return eligibility criteria (i.e., damaged, defective, or incorrect with full unboxing video proof), you’ll receive a gift credit for the value of your return.
Once the returned item is received and approved, a gift certificate or store credit will be emailed to you.
If the item wasn’t marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the original purchaser, and they will be notified about the return.
Shipping returns
To return your product (if eligible), please mail it to the return address provided by our customer support team after your request is reviewed.
📦 Important:
Do not send your product back without contacting us first at hello@dewyor.com or WhatsApp. Unauthorised returns will not be accepted.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
📍 Return Address:
Our return address will be shared with you once your request is approved.
🛡️ For high-value or fragile items, we recommend using a trackable shipping service and/or purchasing shipping insurance.
We do not guarantee that we will receive your returned item without proper tracking.
Need help?
If you have any questions about our return or refund policy, feel free to reach out. We’re here to help!
📩 Email: hello@dewyor.com
Our support team typically responds within 24–48 hours (excluding weekends and holidays).