Returns & Refunds

Can I cancel my pre-order?

Yes. Placing a pre-order is free and takes no payment. You can cancel by replying to any of our emails or writing to hello@captivmart.com at any time before you pay. After you pay and approve your proof, production begins and a personalized order can no longer be cancelled. If we haven't started production yet, we'll refund you in full.

Can I return a personalized item?

Because each personalized piece is printed with your own photos or text, we can't resell it, so personalized items are final sale. This doesn't affect your rights below if something is wrong with your order, or any rights you have under consumer protection law.

What if my order arrives damaged, defective or wrong?

Email hello@captivmart.com within 14 days of delivery with your order number and a photo of the problem. We'll either remake and reship it at no cost, or refund you in full, whichever you prefer. You don't need to send damaged items back unless we ask.

Because you approve a proof before we print, we can't accept returns for spelling or photo choices shown on the approved proof.

Can I return a non-personalized item?

Yes. Unused, non-personalized items (such as plain jute bags) can be returned within 30 days of delivery in their original condition. Email us first for the return address. You pay return shipping unless the item was faulty. We refund the item price once it arrives back with us.

How will I get my refund?

Refunds go back to your original payment method within 5–10 business days of approval. Your bank may take a few extra days to show it. Original shipping charges are refunded when the return is due to our error.

What about lost parcels?

If tracking shows no movement for 10 business days, or your parcel is marked delivered but hasn't arrived, contact us and we'll open a claim with the carrier and remake or refund your order.

See also Shipping & FAQ and our Terms of Service.