Our pieces are made to order, so returns work differently from a regular store. If we or our production partner got something wrong, we fix it. Read this before you order.
What we fix
We replace the item or refund you when:
- It arrives damaged, misprinted or clearly defective.
- You receive the wrong item, size or color compared with your order.
- The package is lost in transit and has not arrived after the carrier’s expected delivery window.
What we cannot take back
Because each piece is produced for you and cannot be resold, we do not accept returns or give refunds when:
- You ordered the wrong size, color or product and it was made exactly as ordered.
- You changed your mind or the piece is not what you pictured.
- The shipping address you entered was incomplete or wrong.
Check the size guide on each product page before ordering. If you are unsure about fit, ask us first.
Time limit
Contact us within 14 days of the delivery date, or of the expected delivery date if the package never arrived.
How to make a claim
- Send a request through the support form and choose “A damaged or wrong item.”
- Include your order number and what went wrong.
- When we reply, send clear photos of the item, the problem and the packaging.
We review the claim with our production partner and tell you the outcome. An approved replacement is produced and shipped at no cost to you. An approved refund goes back to your original payment method; your bank may take 5 to 10 business days to show it.
Packages returned to sender
If a package comes back because of an incorrect or undeliverable address, contact us. We can usually reship it to a corrected address, and you may be asked to cover the second shipment.
Exchanges
We cannot guarantee size or color exchanges. In some cases we may offer store credit or help you reorder, at our discretion.
Liberous Whisper
Subscriptions to the Liberous Whisper app are billed separately from store orders. You can cancel at any time from the Account screen in the app, and access continues to the end of the period you paid for.
Changes
We may update this policy. The version on this page when you placed your order applies to that order.
