Returns & Exchanges Policy

Last updated: October 29, 2026

A personalized gift is a small leap of faith. You choose a photo, type a name, picture how it will look on the sofa, and then wait for the parcel. Sometimes the result is perfect and sometimes the blanket feels bigger than expected, the photo looks darker printed than on a phone, or the gift plans change. This page explains how to send an Ink Hug pillow, pillow cover or blanket back, or swap it for something else, step by step. It covers the process. What happens to your money is on a separate page, the Refund Policy.

1. Who can return and for how long

Anyone who bought from inkhug.shop can return an item within 60 days of delivery. The 60 days start on the delivery date shown in tracking, or the date you tell us the parcel arrived if tracking is unavailable. If the item was sent as a gift, the person who placed the order starts the return, because the order number and confirmation email are in their name. The recipient is welcome to email us too, and we will reach out to the buyer to confirm.

We accept returns for any reason within the window. That includes change of mind, which many personalized-gift shops refuse. We think a gift that does not suit its home should not be stuck there.

2. What can be returned

Please return the item unwashed and unused where possible, with its cover, insert and any tags. If a fault only showed up after use, for example a seam that opened on the first wash, you can still return it; just tell us what happened.

3. How to start a return

1. Email us. Write to support@inkhug.shop with the subject “Return” and your order number. Tell us which item you are returning and why, in a sentence or two.
2. Add photos if something is wrong. For damage, print problems or a wrong item, attach one photo of the whole piece and one close-up. For a change of mind, no photos are needed.
3. Choose an outcome. Say whether you would like a refund, store credit or an exchange. If you are unsure, say so and we will explain the options.
4. Receive your label. We reply within 24 hours on business days with return instructions and a prepaid return label at no cost to you.
5. Pack and send. Fold the item, put it in a bag or the original wrap, attach the label and drop it with the carrier named on the label.
6. We confirm receipt. When the parcel arrives we email you, check the item and complete the refund, credit or exchange you chose.

Please do not post an item back without emailing us first. A parcel without a return reference is hard to match to an order and slows everything down.

4. Exchanges

Because every piece is printed for you, an exchange is really a new item made from new order notes. Common exchanges are:

• A pillow cover swapped for a full pillow with insert, or the other way round.
• A fleece throw swapped for a sherpa-backed blanket, or a different blanket size.
• The same design with a corrected name, date or a different photo.

Tell us the new product and write the new personalization in your email exactly as it should be printed. If the replacement costs more than the original, we will explain how to pay the difference before we print. If it costs less, the difference goes back to you as a refund or store credit, whichever you prefer. The replacement ships free, and its own processing and transit times apply as described on our Shipping & Delivery page.

Exchanges without sending the original back

If the original is damaged or printed incorrectly by us, we may ask for photos only and reprint without needing the item back. We will tell you in our reply; please keep the item until we confirm.

5. Store credit

You can choose store credit instead of a refund. Store credit from Ink Hug never expires, so you can save it for the next birthday, anniversary or holiday. It is applied to a future order of any product on the site. If you have a credit balance and are unsure how to use it, email us before checkout and we will help.

6. Mistakes in the order notes

We print names, dates and photos exactly as written in the order notes box at checkout. We do not send a proof or mockup before production, so a spelling slip in the notes will appear on the pillow or blanket. If you spot it within 24 hours of ordering, email us and we can usually change it before printing (see Cancel or Change an Order). If the item has already been made, you can still return it within 60 days under this policy, and we will reprint it with the corrected text or refund you, with return postage paid by us.

Some tips that prevent most mistakes: copy names from a message rather than typing from memory, check accents and capital letters, write dates in the format you want printed (for example 06.14.2025 or June 14, 2025), and say which photo goes where if you send more than one.

7. Damaged, defective or incorrect items

If your item arrives damaged, with a print defect, a broken zipper, a seam that is open, or text that differs from your order notes, please email us within 60 days of delivery with photos. We will offer a free reprint or a full refund. You do not pay anything to return a faulty item, and in many cases we will not need the item back at all.

Printed colors can look slightly different from a phone or computer screen, especially with dark or low-light photos. If the print looks noticeably darker or blurrier than your photo, tell us. We will look at the original photo and the print together and suggest the fairest fix, which may be a reprint with a brighter version of your photo or a return under this policy.

8. Gifts and returns for the recipient

When an Ink Hug pillow or blanket was a gift, the recipient may want a different size or simply not need it. The buyer can start the return and choose store credit, which they can pass on, or a refund to the original payment method. If the recipient prefers to keep the gift a secret from the buyer, they can still email us; we will explain what we need without sharing details beyond the order.

9. Packing your return

• Pillow covers and blankets can be folded flat into a soft mailer or bag.
• Full pillows can be compressed gently, but please do not vacuum-seal them so tightly that the filling is damaged.
• Keep the item clean and dry; a plastic bag inside the mailer helps in wet weather.
• Write the return reference from our email on a slip of paper inside the parcel.
• Keep the drop-off receipt until we confirm your return has arrived.

If you have already used or washed it

Life happens: a blanket gets thrown over the sofa the evening it arrives, or a pillow cover goes through the wash before you notice the date is wrong. You can still contact us. Tell us honestly how the item was used and washed, and include a photo. For faults and print problems, use and washing do not affect your right to a reprint or refund. For a change-of-mind return, we ask that the item comes back clean and in a condition where it is clean, dry and odour-free, since it will be handled again after it arrives.

10. Orders with more than one item

Family orders often include several pieces, such as four name pillows for the grandchildren or matching blankets for a couple. You can return one item from an order and keep the rest. Each item has its own 60-day window from delivery, and if the items arrived on different days, each window starts from its own delivery date. Tell us exactly which items are coming back, for example “the Milo dog pillow, not the two name covers”, and we will send one label that covers everything you are returning. If only one piece in a set has a problem, we will reprint just that piece.

11. What happens when your return arrives

When the parcel reaches us, we open it, match it to your order and check that the item is the one listed in your return email. We do not judge whether your reason was good enough; change of mind is a valid reason here. Once the item is checked, we complete the outcome you chose:

We email you at each step, so you never have to guess whether the parcel arrived. If you have not heard from us a few days after tracking shows the return delivered, email us with the tracking number and we will look into it.

12. Items we cannot accept

We cannot accept returns that arrive after the 60-day window without a prior email from you, items that were never bought from inkhug.shop, or items returned without any order reference that we cannot match. If your situation does not fit neatly into this page, email us anyway. We would rather find a fair answer than point to a rule.

13. Related pages and contact

For money, payment methods and refund timing, see the Refund Policy. For changes before printing, see Cancel or Change an Order. For delivery times, see Shipping & Delivery. Quick answers are in our FAQs.

Email support@inkhug.shop. We reply within 24 hours on business days. Ink Hug, 5498 W Pulley Lane, Herriman, UT 84096, US. The return address for your parcel is always the one printed on the label we email you.