Refund Policy

Refund Policy

Joyydesign creates handmade and made-to-order costume props, masks, face shells, lenses, accessories, suits, and creative pieces. Because many items require material cost, labor time, and production scheduling after purchase, our refund and exchange policy is designed to be clear before you order.

Made-to-order and handmade items

Most Joyydesign products are handmade or made to order. We generally do not accept returns, refunds, or exchanges for non-quality-related reasons, including change of mind, incorrect size choice, minor handmade variations, personal preference after delivery, or ordering the wrong item.

Handmade expectations

Small handmade variations, minor surface marks, slight glue traces, material smell, small fit differences, or minor finishing differences may occur and are not considered quality defects. If you expect factory-perfect, mass-produced finishing, please consider this carefully before ordering.

Size and product selection

Please check the product description, size options, production time, and product notes before placing an order. If you are unsure about sizing, product options, add-ons, or compatibility, please contact us before checkout.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or significantly different from the product description, please contact us within 48 hours of delivery. Include your order number, the email used at checkout, clear photos or videos, and a short explanation of the issue.

After reviewing the information, we will help with a reasonable solution based on the situation. Depending on the issue, this may include repair guidance, replacement parts, partial resolution, or another appropriate support option.

Shipping damage or package issues

Please report shipping damage, missing items, or package loss within 48 hours of delivery or tracking update. Reports made after this period may be harder to verify with the shipping carrier.

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible. Because handmade and made-to-order items may enter production quickly, order changes or cancellations may not be possible once production has started.

How to contact us

For refund, exchange, damage, or order issues, please email us at zhuoweike1998@gmail.com.

Please include your order number, checkout email, product name, and clear photos or videos when relevant. This helps us review your case faster.