Refund policy

We want you to love your order

Every order is prepared with care and attention to detail, and we want you to feel great about your purchase. If something isn’t right, please reach out so we can help.

Returns & Refunds

Personalized & Custom Items

Because personalized and custom items are created especially for you, they are final sale and cannot be returned or exchanged.

Please carefully review all names, spelling, capitalization, colors, and other selections before placing your order.

If you have a question about personalization or product options before ordering, please contact us at hello@forgetmenotpenpals.com. We’re always happy to help.

Returns for Non-Personalized Items

Unused, non-personalized items may be returned. A return request must be submitted within 14 calendar days of delivery.

To start a return, email hello@forgetmenotpenpals.com with your order number. Once your return is approved, the item must be dropped off with the shipping carrier within 7 calendar days of approval. It does not need to arrive back to us within those 7 days.

Returned items must be unused and in their original condition and packaging. Items sent back without prior approval will not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, incomplete, or incorrect. Original shipping charges are non-refundable.

We do not offer exchanges. If you would like a different item, you may return an eligible non-personalized item according to the policy above and place a new order for the item you prefer.

Damages or Order Issues

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible at hello@forgetmenotpenpals.com so we can make it right.

Please include your order number and photos when applicable. If the issue was on our end, we’ll take care of the appropriate replacement or resolution at no additional shipping cost to you.

Gift Cards

Gift cards are final sale and cannot be returned.

European Union Orders

For eligible online purchases shipped to the European Union, customers generally have a 14-day statutory right to withdraw from a purchase beginning when the goods are delivered. Goods made to order or clearly personalized are generally exempt from this cooling-off period.

Where applicable, EU consumer-protection requirements take precedence over the return timelines and conditions stated above. Rights relating to faulty or incorrectly supplied goods also remain separate from this voluntary return policy.

Refunds

Once an eligible return has been received and inspected, we’ll let you know when your refund has been approved. Approved refunds will be issued to the original payment method.

Please allow additional time for your bank or credit card company to process and post the refund.

For any questions about a return, please contact us at hello@forgetmenotpenpals.com.