Refund policy

Returns & Refunds

At CocoBananaDesigns, we want your personalized keepsake to arrive safely and be made correctly. For help with an order, contact support@cocobananadesigns.com and include your order number.

Personalized and custom-made items

Because personalized and custom-made items are created specifically for you, we do not accept returns or exchanges for a change of mind. This does not exclude assistance for damaged, defective, or incorrectly made items.

Damaged, defective, or incorrectly made items

Please contact us within 14 days of receiving your order. Include your order number, a description of the issue, and clear photos of the item and any damaged packaging, if available. After reviewing the issue, we will arrange a replacement or refund as appropriate. Please contact us before sending any item back.

Packages lost in transit

If your order has not arrived and you believe it was lost during shipping, please contact us with your order number. We will review the tracking information and work with the carrier to confirm the status. If the package is confirmed lost in transit, we will remake and resend your order at no additional cost. A shipping delay alone does not necessarily mean that a package is lost.

Personalization details and design approval

Please check names, dates, spelling, and other personalization details carefully before placing your order. If your product includes a design proof, please review it carefully before approving production. Items made correctly according to the details you submitted or the proof you approved are not eligible for a free replacement solely because those details were entered or approved incorrectly. If we make a production error, please contact us as described above.

Cancellations

You may request cancellation before production begins by contacting us with your order number. Cancellation requests are subject to confirmation that production has not started. Once production has begun, we cannot accept cancellations.