Refund policy

1. Overview

At Purlmark, every item is custom-made on demand just for you. Because of this, we are unable to accept returns or exchanges for standard reasons such as change of mind or incorrect size selection. Please read this policy carefully before placing your order.

2. Size & Fit

We encourage all customers to review our size guides before ordering. Since items are produced specifically for each order, we cannot accept returns or offer refunds for sizing issues that are the customer's responsibility.

3. Defective or Damaged Items

We stand behind the quality of our products. If your order arrives:

  • Damaged in transit
  • Misprinted or with a production defect
  • Incorrect item received

Please contact us within 7 days of deliverywith:

  • Your order number
  • A clear photo of the issue

We will arrange a free replacement or full refund at our discretion. We do not require you to return the defective item.

4. Lost Packages

If your package is marked as delivered but you haven't received it, please:

  1. Check with neighbors and around your property
  2. Contact your local carrier with your tracking number
  3. Reach out to us if the issue remains unresolved after 3 business days

For packages confirmed lost in transit by the carrier, we will issue a replacement or refund.

5. Non-Returnable Items

The following are not eligible for return or refund:

  • Items ordered in the wrong size (buyer's responsibility)
  • Items with minor color variations due to screen display differences
  • Items damaged due to misuse or improper care

6. Cancellations

Orders can only be canceled within 24 hours of purchase, before production begins. Once an order enters production, it cannot be canceled or modified. To request a cancellation, contact us immediately after placing your order.

7. Refund Processing

Approved refunds are processed to your original payment method within 5–10 business days, depending on your bank or card issuer.

8. International Orders

For orders shipped outside the United States, customers are responsible for any customs duties, import taxes, or fees. These charges are non-refundable.

9. Contact Us

To initiate a return or refund request, please contact us through our Site with your order number and details.