Refund policy

We want you to love what you ordered. Almost everything we sell is made to order with the details you give us, so our policy is a little different from a regular store. Here is how it works.

Personalized, made-to-order items

Because we make each personalized item just for you, we cannot accept returns, exchanges or refunds for personalized items except in the cases described below. This includes changing your mind, choosing the wrong size, style or color, and details you entered such as names, dates and spelling. We print your details exactly as you enter them, so please check them carefully before you order.

Need to fix something right after ordering? Contact us as soon as possible. If production has not started we will do our best to make the change. If your order has already shipped, you may need to pay additional shipping.

Damaged, defective or misprinted items

If your item arrives damaged or defective, or is printed differently from the details you submitted, email us within 30 days of delivery with your order number and a photo. We will replace it at no cost to you, or refund you if we cannot replace it.

Items that are not personalized

Items that are not personalized (such as flag stands and pillow inserts) may be returned within 30 days of delivery if they are unused and in their original packaging. Please contact us first for return instructions, and do not send anything back to the manufacturer. You are responsible for return shipping costs, and original shipping charges are not refundable. We may reduce a refund for items that show signs of use or are damaged or missing parts for reasons not due to our error. If you return an item worth more than $75, we recommend a trackable shipping service, because we cannot guarantee that we will receive it.

Gift cards

Gift cards are not refundable except where required by law.

Orders that do not arrive

If your order has not arrived within the delivery window in our Shipping Policy, email us and we will look into it with our production and shipping partners. Depending on what we find, we will reship or refund your order. We are not responsible for orders that are delayed or not delivered because of an incorrect address or a refused or unclaimed package, though we will always try to help.

How refunds work

Once we approve a refund, we send it to your original payment method and email you to confirm. Your bank or card company may take several business days to post it. If you have not received it after that, please check with your bank, then email us.

Before you dispute a charge

Please contact us first. We can usually fix a problem faster than a card dispute can.

Contact us

Email support@mostlypillows.com with your order number. Zute Commerce LLC (d/b/a Mostly Pillows), 8 The Green, Suite 11712, Dover, DE 19901, United States.