Return & Refund Policy

RETURNS & EXCHANGES

1. Ready-made/Ready-stock items (non-personalized):

• Returns, exchanges, and refunds are acceptable upon agreements.
• Must be unused, unwashed, and in original condition with original tag remain attached.
• Must be requested within 3 days of delivery.
• Original price tags/packaging intact.

2. Custom/personalized orders (embroidered/customized/personalized items):

• All custom/personalized orders are final sale and cannot be returned/exchanged/refunded due to their made-to-order nature. However, there’s exceptions, please refer to [ Custom Orders Policy ] below

3. Important:

• Unless a defective or wrong items were sent/shipped, buyer pays for return shipping. Any free gifts or bundled purchase shall be return altogether as well.
• We are not responsible for any damage or loss occurred during your return of the shipment process. We recommend that you use a tracked shipping for the returned parcel.
• If the goods/products have been used or damaged by the customer, there will not be any refund/exchange.

CUSTOM ORDERS POLICY

All custom/personalized orders are final sale and cannot be returned, exchanged or refunded due to their made-to-order nature. Since each item is specially crafted just for you, we're unable to accept returns/refunds for:

• Change of mind
• Color or fabric preferences
• Sizing adjustments after approval
• Minor variations in handmade items
• Wrong personalization details were given by customer

However, there’s exceptions that we gladly cover. We will fully replace or refund your custom order if:

• The item arrives damaged or with manufacturing defects
• You received the wrong product entirely
• We made an error in your personalization (wrong name, spelling, colors, size, etc.)

For personalization errors on our part, we'll either remake your item correctly at no cost, or issue a full refund if remaking isn't possible.

Important Notes:

• Damage/errors claims must include photos of both the item and its packaging
• We may require return of defective items before sending replacements
• Refunds for approved claims are processed within 5-7 business days

We stand behind our craftsmanship and want you to love your custom Tootsie Wootsie creation! If any errors occur on our side, we promise to make it right for you.

REFUND ELIGIBILITY

1. Approved returns: Refund issued to original payment method within 7–14 business days (excluding shipping fees).

2. Damaged/manufacturer defective items: Notify us within 72 hours with photos. We’ll replace or refund immediately.

3. Wrong item shipped: We’ll cover return shipping and send the correct item or make a refund.

HOW TO RETURN

1. Contact us at [tootsiewootsie.c@gmail.com] or WhatsApp [+6010-5082616] with:

• Your order number
• Clear photos of the item that showing the issue (if damaged)
• Description of the problem/Reason for return

2. We’ll reply with return instructions.

3. Ship items back to:

4. The returned goods/products will be checked with the receipt together and the products should be in the good condition with original tag and packaging.

5. Once we have checked and confirm the goods/products, we will proceed with the exchange or refund process. For refund, customer will receive the refund within 14 days after the confirmation.

** STRICTLY NON-REFUNDABLE SITUATIONS **

• Items damaged due to improper care or use
• Returns initiated after 7 days
• Products without proof of purchase

Questions?

Contact us at [tootsiewootsie.c@gmail.com] or WhatsApp [+6010-5082616]. We’re happy to assist!