Refund & Replacement Policy

Last Updated: August 29, 2026

Every Fibblewick product is made specifically for the customer using personalised information and, where applicable, customer-supplied photographs. Personalised products generally cannot be returned simply because you change your mind. This policy does not limit mandatory consumer rights.

Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at fibblewick@gmail.com. If personalisation or production has not begun, we may be able to change or cancel the order. Once production has begun, cancellation generally cannot be accepted for change-of-mind reasons except where required by law.

Change-of-Mind Returns

Because Fibblewick products are created to customer specifications and are clearly personalised, we generally do not accept returns, exchanges, or refunds solely because a customer changes their mind.

Damaged, Defective, or Incorrect Products

Please contact us if your product arrives damaged, has a manufacturing defect, contains an error caused by Fibblewick, materially differs from the accepted personalisation information, or is not the product you ordered.

Where reasonably possible, contact us within 30 days of delivery and include your order number, a description of the problem, and photographs where appropriate.

Where Fibblewick or our production or fulfilment partner is responsible, we will provide an appropriate remedy, which may include correction, replacement, or refund.

Customer-Supplied Errors

Please carefully review names, spelling, photographs, and other personalisation information before submitting your order. We generally do not provide a free replacement or refund where the finished product accurately reproduces incorrect information submitted by the customer.

Photograph Quality

Print quality depends partly on the quality of customer-supplied photographs. Acceptance of an image does not guarantee perfect print reproduction. A product will not normally be considered defective solely because an original customer photograph was blurred, poorly lit, heavily compressed, low-resolution, incorrectly cropped, or otherwise unsuitable, provided the printed product reasonably reflects the supplied image.

Lost or Damaged Shipments

If an order appears lost in transit or arrives damaged, contact fibblewick@gmail.com with your order number. For damaged products, please provide photographs of the product and packaging where reasonably possible.

Refunds

Approved refunds will normally be returned to the original payment method used through Shopify Payments. The time required for a refund to appear depends on your bank or payment provider.

Mandatory Consumer Rights

Nothing in this policy excludes or restricts any right or remedy that cannot legally be excluded or restricted.

Contact

Fibblewick / 合同会社 Could up 5F, FPG Links Jinnan 1-11-4 Jinnan Shibuya-ku, Tokyo 150-0041 Japan Telephone: +81 80 6268 9526 Email: fibblewick@gmail.com