Refund policy
Last updated: August 15, 2026
The short version
Every Litzzy product is made to order, printed or crafted individually for you after you buy it. Because nothing is pre-made, we do not accept returns or exchanges for change of mind, or because the wrong size was ordered.
What we do stand behind is our workmanship and your order arriving as it should. If your item arrives defective, damaged, incorrect, or never arrives at all, we will reprint it free or refund you in full — in most cases the choice is yours — and you never have to ship anything back to us. All we need is a photo.
The rest of this page explains exactly what is covered, what is not, and how to make a claim.
Cancelling your order
You can cancel your order and receive a full refund within 12 hours of placing it, for any reason at all. Email support@litzzy.com with your order number and we will process the cancellation.
After 12 hours your order has entered production. Because your item is being made specifically for you, it can no longer be cancelled, changed, or redirected to a different address at that point.
What we cover
Contact us and we will make it right in every one of these situations, at no cost to you:
| What happened | What we do |
|---|---|
| The print is defective, misaligned, faded, or the item has a manufacturing fault | Free reprint or full refund — your choice |
| The item arrived damaged or broken | Free reprint or full refund — your choice |
| You received a different item, size, or color than the one on your order | Free reprint or full refund — your choice |
| Your package was lost in transit, or tracking has not moved for more than 30 days | Free reprint or full refund — your choice |
| The carrier delivered to an address different from the one on your order | Free reprint |
| Your package was returned to us even though the address you gave was correct and complete | Free reshipment |
| We cannot ship within the delivery estimate shown on our Shipping Policy | Keep waiting or cancel for a full refund — your choice |
What we do not cover
We want to be straightforward about this rather than have you find out after you buy:
- Change of mind. Your item was made specifically for you and cannot be resold.
- Ordering the wrong size. Please check the size guide on the product page before you buy. If you are unsure, email us before ordering and we will help you choose.
- An incorrect or incomplete shipping address entered at checkout, when it was not corrected within the 12-hour window described above.
- Refusing delivery, or leaving a package unclaimed until the carrier returns or disposes of it.
- Normal wear, damage from misuse, or damage from washing against the care instructions.
- Minor color variation between your screen and the printed product. Screens vary in calibration and printed color cannot match every display exactly.
- Gift cards, which are non-refundable.
How to make a claim
Email support@litzzy.com within 30 days of the delivery date.
If your package never arrived, you have 30 days from the last day of the delivery estimate shown on our Shipping Policy to contact us instead.
Please include:
- Your order number, which begins with #LIT
- A description of the problem
- Clear photos showing the issue — for a print or manufacturing fault, please include one photo of the full item and one close-up of the defect
Photos let us confirm the problem with our production partner and fix the underlying cause, which is why we ask for them instead of asking you to pay to ship the item back.
We review every claim within 2 business days and reply with our decision. You do not need to return the item. Keep it, donate it, or dispose of it as you prefer.
If your package is marked delivered but you do not have it
Please do this before contacting us, because it resolves the majority of these cases:
- Check around your property, including porches, side doors, mailrooms, and with neighbors.
- Contact the carrier directly with your tracking number and ask for the exact GPS delivery location.
- Wait 48 hours. Carriers sometimes scan a package as delivered a day before it physically arrives.
If the package still has not appeared after these steps, email us and we will investigate with the carrier and resolve it with you.
Refunds
Once a refund is approved, we issue it to your original payment method within 3–5 business days. Your bank or card issuer then needs a further 5–10 business days to post it to your statement — this part is outside our control.
Refunds include the full price you paid for the item and any shipping you paid on it.
If more than 15 business days have passed since we told you a refund was approved and you still do not see it, contact us at support@litzzy.com and we will trace it with our payment processor.
Replacements
A replacement is produced and shipped as a new order, with the same production and delivery times shown on our Shipping Policy. Replacements are made to the same specification as the original order. If you would like a different size, color, or design instead, we will refund the original order in full and you are welcome to place a new one.
Customers in the European Union and the United Kingdom
If your order is shipped to the European Union or the United Kingdom, you have a statutory right to cancel within 14 days of receiving your goods. Please note that under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, this right does not apply to goods made to the consumer's specification or clearly personalized, which covers most of our catalogue. Where the right does apply, contact us at support@litzzy.com and we will give you return instructions. Nothing in this policy affects your statutory rights in respect of faulty goods.
Contact us
Litzzy is a trade name of NEW TOP DEAL ECOM LLC.
Email: support@litzzy.com
NEW TOP DEAL ECOM LLC, 1309 Coffeen Avenue, Sheridan, WY 82801, United States
We reply within 24 business hours, Monday through Friday.