Returns & Refunds
Everything here is made for you after you order it — which makes us careful, and makes your happiness with the result the entire point. If something isn’t right, here’s exactly how it works.
The window. You have 30 days from delivery to request a return — whether the item has a problem or you’ve simply changed your mind.
The condition. Returned items need to be unworn, unwashed, and as they arrived. If your item shows up damaged, defective, misprinted, or simply wrong, that’s ours to fix — replacement, exchange, store credit, or refund, whichever makes it right.
Because it’s made to order, please check sizing, colors, and your shipping address before purchasing — each piece begins production when you do. If something’s still not right on arrival, reach out within 30 days and we’ll sort it out.
Starting a return takes one message: email hello@isloved.shop, or call or text +1 (510) 585-3257. Once approved, you’ll get a prepaid shipping label and instructions. Returns need approval first — unannounced packages can’t be accepted.
For damaged, defective, or incorrect items, include your order number, a few words on what’s wrong, and photos of the item and packaging if you can. It’s usually resolved from the photos alone.
The exceptions. Pieces personalized just for you — a custom name, date, photo, or your own dog — can’t be returned unless they arrive damaged, defective, misprinted, or incorrect. Items worn, washed, or damaged after delivery can’t be accepted either. (Nor hazardous materials, flammable liquids, or gases — which we don’t sell, but the rule insists on being written.)
Exchanges. Fastest path: return the original and place a new order for what you want. Two simple transactions beat one complicated one.
European Union orders have a 14-day no-questions cancellation window from delivery, per EU law. Same condition requirements, with receipt or proof of purchase.
Refunds are confirmed after we receive and inspect the return, then processed to your original payment method within 10 business days. Banks sometimes add a few days of their own. If more than 15 business days pass after approval with no refund in sight, email hello@isloved.shop and we’ll trace it immediately.
Questions about any of this — or anything at all: hello@isloved.shop, or text +1 (510) 585-3257.