Personalized and custom items

Personalized and custom handmade items—including name alphabet soaps, peony wedding favors with custom text, bulk favor packs, and made-to-order floral numbers—cannot be returned or exchanged, except when neecu made an error (incorrect personalization versus your confirmed order) or the item has a manufacturing defect.

If you typed personalization incorrectly and that text was disclosed and confirmed on your order, we cannot offer a refund or remake for customer typos or preference changes after production.

Cancel or edit before production

You may request a cancellation or edit before production starts by contacting [email protected] promptly (ideally within a few hours of ordering). Once production has begun—typically within the 3–5 business days production window—custom orders generally cannot be changed or cancelled.

Shop errors and defects

If you receive the wrong personalization, a defective finish attributable to us, or damaged goods from packing, contact us within 7 days of delivery with clear photos. We will arrange a remake or refund after review.

Non-personalized ready items

For eligible non-personalized items, returns may be requested within 30 days of delivery if the item is unused, in original condition, and returned with prior written approval. Buyer typically pays return shipping unless we confirm a shop error. Opened soap bars and burned candles are generally not eligible for change-of-mind returns.

Return shipping

• Personalized/custom items are not returnable for change of mind.
• For returns due to our error or a verified defect, we will provide return instructions and cover reasonable return shipping as confirmed in writing.
• Items returned without approval may not be refunded.
• Approved returns must be sent to 1200 Market Street, Suite 450, Wilmington, DE 19801, US.

Refund method and timing

Approved refunds are issued to the original payment method. After we receive and inspect a returned item (or approve a shop-error remake/refund), please allow 5–10 business days for the refund to appear, depending on your payment provider. All amounts are in USD.

Related policies

See also our Shipping Policy, Payment Policy, and Terms of Service on neecu.com. Questions: [email protected] · . Hours: Monday–Friday, 09:00–16:00 GMT+0. Response: 1–2 business days.