Refund policy

Return & Refund Policy

Last updated: October 13, 2026

At Nordenzi, most of our gifts are made to order just for you. Here's how returns, exchanges, and replacements work, so there are no surprises.

Personalized items (final sale)

Items personalized with a name, date, message, photo, engraving, or any custom text or design are made especially for you and can't be returned, exchanged, or refunded. The only exception is an error on our part (see "If something goes wrong" below). Please review your personalization carefully before placing your order. Because we start production right away, we're unable to cancel or modify orders once they're placed.

Non-personalized items

If you'd like to return a standard, non-personalized item, contact us at info@nordenzi.com within 30 days of delivery. The item must be new, unworn, unused, unwashed, and in its original packaging. We'll send you return instructions and the return address. Return shipping is the customer's responsibility. A flat return shipping fee of US$8 applies and will be deducted from your refund. Original shipping charges are non-refundable. Once we receive and inspect your return, we'll issue a refund to your original payment method or store credit (your choice), usually within 10 business days.

If something goes wrong (replacement or refund)

We'll make it right at no cost to you if:

  • your item arrives damaged or defective;
  • we send the wrong item;
  • your personalization doesn't match what you submitted at checkout (our error); or
  • your order is lost in transit, based on carrier tracking.

Email info@nordenzi.com within 30 days of delivery with your order number and clear photos of the item (and packaging, if damaged). We'll send a replacement or issue a refund, whichever you prefer. You don't need to return the item.

What isn't covered

Mistakes in the personalization text you entered (spelling, dates, wrong name), changes of mind on personalized items, normal variations in color or finish between screens and printed products, and items showing wear, washing, or damage after delivery.

Mystery items and subscription goods

These are final sale.

Orders marked delivered

If tracking shows your order was delivered but you can't find it, please check with neighbors and your household first, then contact us. We rely on carrier tracking to determine delivery.

Questions?

Email info@nordenzi.com. We're happy to help.