Refund Policy

When we do offer a refund

Because every shawl is customized with the name or photo you provide, we usually don’t accept returns. However, we do offer a refund if:

  1. The customization is clearly wrong — for example, the name, spelling, or image on the finished shawl doesn’t match what was provided in your order, and the error is on our side; or

  2. The shawl arrives damaged — noticeable defects or damage that occurred during production or shipping.

These exceptions keep things fair for both you and us: you’re protected if something goes wrong that’s not your fault, and we avoid needless returns of one‑of‑a‑kind custom pieces.

This approach aligns with general guidance for custom or personalized items—these are usually non‑returnable unless damaged or defective. Shopify

What to do if you believe you qualify for a refund

Please contact us right away:

  • Email: info@urbanshawls.shop

  • What to include in your message:

    • Order number

    • Photos clearly showing the issue — e.g., wrong name or design, spelling errors that differ from your original submission, visible damage, or defects

    • Short description of the problem

What happens after you contact us

  1. We review your submission promptly.

  2. If the issue is confirmed to be ours—wrong customization or damage—we’ll discuss the remedy. Depending on the situation, this could include:

    • A full or partial refund

    • A remake of the shawl

    • Store credit or another fair solution

We’ll clarify the exact remedy in our reply once we verify the details.

Timing and limits

  • Please reach out as soon as you notice the problem. Prompt reporting helps us resolve issues quickly and prevents delays.

  • We may ask for the photos or details mentioned above to confirm the issue and process the refund correctly.

How refunds are processed

Refunds are handled through our store’s system. Shopify allows merchants to issue full or partial refunds, and to select refund methods or related options in the admin. Shopify Help Center Shopify Help Center

If you have questions about the method or timing of the refund, we’ll let you know when we confirm the approved remedy for your order.

No returns, but still here to help

  • We maintain our no returns or exchanges rule for custom shawls, but we’re fully committed to making things right if a true error or damage occurs.

  • Your satisfaction with a custom piece matters to us—so please contact us first; we’ll do our best to offer a fair resolution when a refund is warranted.