Order Cancellation and Refund
Any orders that have already been shipped CANNOT be modified, canceled and refunded. Due to the demand of fast shipping times, we ship items out by the hour, so please kindly note:
Within 6 hours after placing an order: Your order can be cancelled or modified, and you will be charged a 10% processing fee. Order modification will be free.
More than 6 hours after placing an order: Your order CANNOT be cancelled or modified. Your order will normally be shipped out according to your original order details.
Due to the particularity of customized products, all customized product orders (including customized badge numbers or letters) CANNOT be cancelled and refunded after placing an order.
If your order meets the cancellation conditions above, please contact our customer support at support@coinsouvenir.com and wait patiently for our response, usually the order will be cancelled within 24 hours.
Refunds And Returns For Conditions
Within 30 days of receipt of your order, if the product has the following problems, we will allow the refund or exchange of the product (The premise is that the product has not been any damage or altered):
(1) The product does not match the description on the website.
(2) If the product has obvious defects or quality problems when it is delivered to you.
If you meet the above criteria, you can take some photographs or record a video to prove that the product doesn't work or defective. And sent it to support@coinsouvenir.com. After we review and confirm the product problem, we will send you the return instructions, and we will resend you a replacement or issue a refund/store credit when we receive the returned item.
Please note we only accept returns if there are obvious defects or quality problems which exclude size problems, color problems, and shipping times problems. If not quality problem or not our fault, we do not accept returns or exchanges.
All product dimensions are based on the item description, and there may be 1-3mm deviation due to manual measurement; Color Aberration exists due to the color effect of different PC monitors and weather conditions; All our shipping times are therefore guidelines only and specific delivery dates are not guaranteed. These problems can not be treated as quality problem under any conditions.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear or artificial abrasions caused by improper use will not be accepted as faulty.
Shipping costs are non-refundable, and Customers are responsible for return shipping costs. A tracked shipping option is highly recommended as we are not liable for lost or damaged return packages. And we will issue a refund /store credit only when the tracking information confirms that we have received the returned package.
We accept returns on eligible items for a refund or exchange within 30 days from the date you receive your order as evidenced by the courier's tracking information. Any returns not made within this window will be rejected.
Please email to support@coinsouvenir.com for a return authorization prior to sending any product back. Returns will not be accepted without prior approval from our Customer Support.
Custom Orders
For custom orders, we do not accept returns and refunds due to the unique and exclusive nature of custom products. They are custom-made specifically for you, including all private custom orders and all personalized custom orders such as customized badge numbers or letters, etc.
And therefore, we only offer repair or replacement services within 30 days of receipt. Customers are required to provide photo or video evidence showing clear quality issues with the received product. If the item can be repaired, we will prioritize free repair services. If it cannot be repaired, we will provide a free replacement. Customers are responsible for the shipping costs to return the item to us, while we will cover the shipping costs to send the repaired or replacement product back to the customer.
Shipping Damage
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at support@coinsouvenir.com. Notice: we will not accept shipping damage claims in two cases: more than 48 hours after receipt of your order; or there are any traces of artificial damage.
Undeliverable or unclaimed package
For all orders, any rejected deliveries will not be eligible for refunds. Please make sure to double check your shipping address before placing your order. Unfortunately if the package cannot be delivered due to an incorrect or incomplete address you provided or are unavailable during the delivery process, the shipping company will destroy your package. The tracking number may update as "Return to sender" by default but sadly it will not be returning to us. We CANNOT refund or reship in this situation.
Delivered But Not Received
All of our shipments include online parcel tracking. If the tracking information confirms that the item has been delivered to your shipping address but you have not received your order, please contact your local delivery service provider for assistance. We are NOT responsible for stolen or missing packages that have delivered status on the tracking number history.
Late Or Missing Refunds
Generally, the refund amount will reach the account within 1-8 business days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@coinsouvenir.com
