Refund Policy

How do I return my item?
In the first instance, please contact us by e mailing contactus@silviacarnevali.mx explaining the reason you wish to return the item. Unfortunately, we can’t accept returns of personalized gifts unless the products are faulty.

My order has arrived and it’s broken.
We’re really sorry that your product/gift hasn’t arrived in one piece. We know how important it is for your product/gift to be in perfect condition and we’ll do our best to try and solve the problem.

The quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please e-mail us at contactus@silviacarnevali.mx with a photo of the damaged product/gift.

My order has arrived and there’s a spelling mistake.
We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalization to be spell correctly and we’ll do our best to get a replacement with the correct spelling sent to you.
The quickest and easiest way for us to help is to see a photograph of the personalization and spelling mistake. Please e mail us at contactus@silviacarnevali.mx with a photo showing the spelling mistake.

Please remember, our personalized products/gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.
If your product/gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalization process. Please contact us so we can check your order to see what should have been entered originally.

I’ve decided to cancel my order, what should I do?
Please contact us via E-mail: contactus@silviacarnevali.mx

Wishing to cancel your order before it is sent to the production.

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