Returns & Refunds

Last updated September 16, 2026

Every item sold on a Dibsy storefront is printed to order for you by our print partners. This policy explains what happens when something goes wrong, and it forms part of our Terms of Service.

Something’s wrong with your order

If your item arrives misprinted, damaged, defective, or is not what you ordered (wrong product, size, color, or design), reply to your order confirmation email with a photo of the problem and the packaging within 30 days of delivery. We’ll send a free replacement or refund you in full, whichever you prefer. You don’t need to send the item back unless we ask.

Lost, late, or missing packages

• If tracking shows no movement and the package is confirmed lost by the carrier, or it hasn’t arrived within 30 days of the estimated delivery date (60 days for international orders), we reprint it free or refund you.
• If tracking shows the package was delivered but you can’t find it, check with neighbors, building management, and the carrier first, then contact us within 7 days; we will help investigate and, where appropriate, reship.
• Production and delivery times shown at checkout are estimates. Delays alone are not defects, but we’ll always tell you where your order is.

Wrong or incomplete address

Please check your shipping address before paying. If a package is returned to the print partner because the address you entered was wrong or incomplete, we can reship it to a corrected address for the cost of new shipping, or refund the item price (not the original shipping). Packages returned for other reasons are reshipped at no cost.

Changed your mind or wrong size

Because each item is made just for you, we can’t accept returns or exchanges for change of mind, fit, or sizing. Every product page has a size chart — if you’re between sizes, size up. Small variations in color and placement between the on-screen mockup and the printed item are normal for on-demand printing and are not defects.

Cancellations

Orders go into production quickly. To cancel, reply to your confirmation email right away. Cancellation is only possible before production starts; after that the order will ship and the rules above apply.

Refund timing and method

Approved refunds go back to your original payment method and typically appear within 5 to 10 business days depending on your bank. Shipping charges are refunded when the whole order is refunded because of our error. Import duties, customs fees, and taxes charged by your country are not refundable by us.

Chargebacks

Please contact us before disputing a charge with your bank or card issuer — we resolve problems faster and directly, and a chargeback pauses our ability to help until it’s settled.

Your legal rights

Nothing in this policy limits rights you have under consumer protection law where you live. If you are in the EU or UK: personalized goods made to your specification are exempt from the 14-day right of withdrawal, but you keep your statutory rights for goods that are faulty or not as described, which this policy is meant to honor.

Who to contact

Reply to your order email (it reaches the store’s creator), or email hello@dibsy.bio with your order number and we’ll take it from there.