Refund policy

Every House of Prancer piece is printed and sewn to order, just for you. Nothing sits in a warehouse waiting to be loved. That means we can't accept returns or exchanges for a change of heart, a change of decor, or a change of boyfriend.

If something arrives wrong, we fix it

If your order arrives damaged, defective, misprinted, or simply not what you ordered, contact us within 21 days of delivery and we will send a free replacement or refund your purchase. Please include:

Your order number (it starts with HOP-)
A clear photo of the problem
A photo of the packaging and shipping label if the box arrived damaged

You do not need to ship the item back unless we ask you to.

Lost packages

If your order has not arrived, or tracking shows it as lost, contact us within 21 days of the estimated delivery date and we will replace or refund it.

Wrong or incomplete addresses

Please check your shipping address before you check out. If a package is returned to us because the address was wrong or incomplete, or because it went unclaimed, we will reship it once you confirm the correct address. The cost of reshipping is the customer's responsibility.

Changes and cancellations

Orders go into production quickly. If you need to change or cancel an order, contact us right away. Once production has started, an order can no longer be changed or cancelled.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it can take up to 10 business days for the refund to appear.