Returns, Exchanges & Refunds

Last updated: September 5, 2026

We want your Name & Kin order to arrive as ordered. This policy explains when you can request a return, exchange, replacement, or refund, and how to contact us for help. Your rights under applicable consumer law are not limited by this policy.

1. 30-day return and exchange request window

For an eligible return, exchange, replacement, or refund, contact us within 30 calendar days after you receive your order. This is the window for submitting your request; your parcel does not need to arrive back with us within those 30 days.

Eligibility is explained below. Correctly made personalized items are not eligible for change-of-mind returns or exchanges. If a return is needed, contact our support team before sending the item so we can provide the correct return address and shipping instructions.

This request window does not shorten any longer period or remedy required by applicable law. If a problem becomes apparent later, contact us so we can review your applicable rights.

2. Personalized items and change-of-mind returns

Our personalized items are made with the name, spelling, color, and options you select. When an item has been made correctly to your order, we do not accept change-of-mind returns or exchanges, including requests to change the name, size, or color you originally selected. Please check your personalization and product details carefully before ordering.

This restriction applies to items made to your specifications or clearly personalized. It does not remove any statutory cancellation rights that apply to other products. Personalized items are still covered if they arrive damaged, are faulty, or do not match your order.

3. Order changes and cancellations

If you notice a mistake or want to change or cancel your order, email service@nameandkin.com as soon as possible, ideally within 24 hours of placing the order. Include your order number and the exact change you need.

We will check whether production has started. Changes and cancellations cannot be guaranteed once production begins, even within the first 24 hours. If we can cancel your order before production, we will refund the cancelled amount to the original payment method. This request window does not limit any cancellation right required by law.

4. Damaged, faulty, missing, or incorrect items

Please check your order when it arrives. If an item is damaged, faulty, incomplete, the wrong product, or has a personalization error made by us, contact us as soon as possible. Submit eligible requests under this policy within the 30-day request window explained above. This does not limit your legal rights.

Please include your order number, a description of the issue, and clear photos where they help show the problem. Photos of the packaging and shipping label can help with shipping damage or missing items. If you do not have photos, the original packaging, or your order number, contact us with the information you do have so we can help identify the order.

5. Exchanges, replacements, and remakes

For an eligible problem, we will arrange an appropriate solution, such as correcting or remaking the item, sending a replacement or missing part, or issuing a refund. We will explain whether the original item needs to be returned. A return is not required in every case.

A replacement normally matches the product and personalization originally ordered. If an alternative item is needed because the original is unavailable, we will agree it with you first. We will confirm any production and delivery estimate when arranging the replacement.

We do not offer general exchanges of correctly made personalized items for a different name, size, or color. Where applicable law gives you a choice of refund or replacement, we will respect that choice.

6. How to request a return, exchange, or refund

1. Email service@nameandkin.com or use our Contact Us page.
2. Include your order number or other proof of purchase, the item affected, what happened, and the solution you would prefer.
3. We will review the details, discuss the available solution, and confirm any return instructions and shipping costs before you send an item back.

Please contact us before posting an item so we can help route it correctly. This process does not make your statutory rights dependent on receiving a return authorization number.

7. Get the return address before shipping

Contact our customer support team before returning an item. Once we have reviewed your request and confirmed that a return is needed, we will provide the correct return address, recipient details, and shipping instructions for your order.

Do not send a parcel to the sender address on the original package or to an office or logistics address listed elsewhere on our website unless our support team confirms that address for your return. Requesting return instructions does not limit your statutory rights.

8. Return shipping and packaging

If an item is faulty, damaged on arrival, or incorrect because of our error, we cover reasonable return shipping and the cost of the agreed remedy. We will explain the shipping arrangements. Keep any postage receipts so reasonable costs you have paid can be reimbursed.

For any other return that is available under applicable law or separately agreed with us, we will explain who pays the return shipping before you send the item. Any charge must be consistent with your legal rights.

Pack the item securely and include your order reference if available. Use the original packaging if you still have it, but original packaging is not required for a faulty-item claim. Please keep proof of postage and any tracking details.

9. Refunds and payment methods

Refunds are returned to the original payment method unless another method is agreed with you and permitted by law. We will not require you to accept store credit instead of a refund you are entitled to receive.

We issue refunds without undue delay and within any deadline required by applicable law. If an item needs to be returned, we will explain when the refund is due and what return or postage evidence is needed. We will email you when the refund is issued. Your bank or payment provider may need additional time to display the credit; contact us if you need help tracing it.

A partial refund normally covers the amount paid for the affected item or the appropriate part of the order. Any refund of original delivery charges is assessed according to the reason for the return and applicable law. Duties or taxes paid directly to a carrier or customs authority may need to be reclaimed from them; we can provide available order documents to support your request.

10. Delayed, missing, or undeliverable parcels

If your parcel is delayed, appears lost, is marked delivered but cannot be found, or has been returned to sender, contact us and see our Shipping Policy. We will investigate and arrange an appropriate resolution, including a replacement or refund where required. You do not need to resolve a carrier claim on our behalf before asking us for help, and an investigation does not extend any legal deadline for a remedy.

11. Sale items, bundles, and gifts

Sale and discounted items have the same statutory rights as full-price items. A refund reflects the amount actually paid after applicable discounts. If only part of a bundle is refunded, we will explain how the discount and refund have been allocated.

If you received an item as a gift, contact us with any order details available. We can help review a problem, but a monetary refund is normally sent to the purchaser’s original payment method.

12. Contact us

Email: service@nameandkin.com
Telephone: +1 (213) 267-1435
Online: Contact Us

Our support team works Monday to Friday and normally replies within 24 business hours.