Refund policy

Refund & Return Policy

Last updated: June 2, 2026

Our Promise

Every Pin-Up Heaven item is made to order, just for you. We stand behind our products: if anything arrives damaged, defective, or not what you ordered, we will make it right, fast, with no return shipping required.

Made-to-Order Products

Because each item is produced individually once you order, we are unable to accept returns or exchanges for buyer's remorse, change of mind, size selection, or ordering errors. Please review the size chart, product description, and color previews carefully before purchasing. If you're unsure, email support@pinupheaven.com before ordering and we'll help.

Order Changes & Cancellations

Production begins quickly. To change or cancel an order, contact support@pinupheaven.com within 2 hours of placing it. Once an item has entered production, we can no longer change or cancel it.

Incorrect Shipping Address

Please double-check your address at checkout. If a package is returned or lost due to an incorrect or incomplete address, we can reship it, but a reshipment cost may apply. We can't be responsible for orders sent to an address entered incorrectly.

Damaged, Defective, or Wrong Items

If your order arrives with a manufacturing defect, print error, shipping damage, or is not what you ordered, contact support@pinupheaven.com within 14 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the item and, if damaged in transit, the packaging

We'll arrange a free replacement or a full refund, your choice, at no cost to you. You won't be asked to ship the item back. Replacements are typically produced and shipped within 2 to 5 business days.

Lost Packages

If tracking shows delivered but you didn't receive it:

  1. Check with neighbors, household members, and your local post office.
  2. Wait 24 hours, as carriers sometimes mark packages "delivered" before the final hand-off.
  3. Contact support@pinupheaven.com within 14 days of the marked delivery date so we can open a carrier investigation.

What's Not Eligible

Not eligible for a change-of-mind refund or exchange:

  • Buyer's remorse, change of mind, size issues, or ordering errors
  • Items reported more than 14 days after delivery
  • Gift cards

Sale and clearance items follow the same change-of-mind rule. Damaged, defective, or incorrect items are always covered, including sale and clearance items.

Purchases Made on Amazon, Etsy, or TikTok Shop

This policy applies to orders placed on PinUpHeaven.com. Orders placed through our Amazon, Etsy, or TikTok Shop storefronts are governed by those platforms' return and refund policies. Please use the platform you ordered from for any request.

EU & UK Customers

Under EU and UK consumer protection law, made-to-order and personalized goods are exempt from the standard 14-day cooling-off period (Article 16(c) of Directive 2011/83/EU). The damaged, defective, or wrong-item protections above apply to all customers regardless of location.

Refund Processing

Approved refunds are issued to your original payment method. Please allow up to 10 business days to appear on your statement. If more than 15 business days have passed since we confirmed your refund, contact support@pinupheaven.com.

Questions

For any refund or return question, email support@pinupheaven.com. We respond within 1 to 2 business days.