Customer service
Find out how to report a production issue and get the right solution for your personalised creation.
In accordance with European Directive 2011/83/EU on consumer rights, personalised products are not subject to the right of withdrawal. Each item ordered on Customiizer is made to measure from the choices and designs provided by the customer, which makes it unique and impossible to resell. Consequently, no return or refund is possible simply because of a change of mind once the order is confirmed.
If you receive an item that is damaged, has a manufacturing defect or does not match the personalisation you approved, you can report it to us at any time via community@customiizer.com, attaching clear photos of the product, a precise description of the problem and proof of purchase (order number or invoice). Reporting quickly (ideally within 14 days of receipt) helps us handle your request more efficiently, but it is not a condition that would remove your legal rights. In the European Union, new goods benefit from a legal guarantee of conformity of at least two years, independent of this reporting procedure.
The conditions below apply to a return accepted after checking, not to the condition of the item when it is reported: a product reported as faulty or damaged obviously does not need to be in perfect condition.
– The return must have been approved in advance by our customer service
– The product must be returned with the items received (accessories, delivery note) where applicable
– The product must not have suffered further damage after receipt, unrelated to the reported defect
Once the returned product has been received and inspected, Customiizer will email you to confirm receipt and let you know whether your return is accepted or refused. If the return is accepted, you can choose between:
– A full refund as store credit on the Customiizer website
– A full refund to the original payment method
– A new product matching your order, sent free of charge
Refunds are usually processed within 5 to 10 working days after approval.
If the error or defect is Customiizer's responsibility, return costs are fully covered by us. A prepaid return label may be provided. However, if the return is refused or unjustified, the reshipping costs are payable by the customer. No cash-on-delivery shipments will be accepted.
Products that have been altered after receipt, used for a prolonged period or deliberately damaged cannot be exchanged or refunded. Likewise, late or incomplete returns will not be processed.
For any question or return request, our customer service can be reached at: community@customiizer.com. Please include your order number so we can handle your request quickly.
