Return and refund policy

1. Custom & Personalized Items

Because our personalized products and handmade-to-order items are created specifically for you, we cannot accept returns or offer refunds for change of mind. By purchasing a personalized item, you agree that these sales are final. We highly recommend double-checking all spelling and customization details before completing your order.

 

2. Standard (Non-Personalized) Items

For non-customized products, we have a 30-day return policy. You have 30 days after receiving your item to request a return.

  • Condition: To be eligible, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging.

  • EU 14-Day Cooling-Off Period: If you are shipping to the European Union, you have the right to cancel or return standard (non-personalized) items within 14 days for any reason.

 

3. Damages and Issues

Please inspect your order immediately upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us at sweetnellashop@gmail.com with your order number and a photo of the issue.

  • If a personalized item is defective or we made a mistake in the customization, we will offer a replacement or a full refund at no cost to you.

 

4. How to Start a Return

To start a return for a standard item, please contact us at sweetnellashop@gmail.com.

  • Return Address: Block 6A Tallaght Cross West, Dublin 24, D24N5663

  • Return Shipping Costs: Please note that customers are responsible for the cost of return shipping. Shipping costs are non-refundable.

  • Unauthorized Returns: Items sent back to us without first requesting a return via email will not be accepted.

 

5. Non-Returnable Items

Aside from custom products, we cannot accept returns on:

  • General cake toppers, edible cake toppers, acrylic cake toppers.

  • Pinatas are handmade to order. Therefore, they are not returnable unless sent by mistake from us.

  • Banners, welcome signs, photo frames, and all prints mentioned in the category.

  • Products on sale and gift cards.

 

6. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process the refund.