Refund, Return & Exchange Policy

Thank you for shopping with Jillian Ray Designs! Each piece is handmade with love — and a little help from my pup, Nala — so small variations are normal and part of what makes your item truly one-of-a-kind. We want you to love your order, and we’ll always do our best to make things right if there’s ever an issue.

Returns

We accept returns for non-custom items within 14 days of delivery.
To be eligible for a return, your item must be unused, unwashed, and in the same condition you received it, with tags and in its original packaging.
You’ll also need a receipt or proof of purchase.

To start a return, contact us at jillianraydesigns@gmail.com.
Please include your order number and a brief description of the issue.
If your return is accepted, we’ll provide you with return instructions and a return address.
Items sent back without approval will not be accepted.

Custom and Personalized Orders

Because each custom item is made just for you, custom or personalized products cannot be returned or exchanged unless they arrive damaged or defective.
Please double-check your personalization details before placing your order.

If your custom item arrives damaged or with an error on our part, contact us within 7 days of delivery with photos, and we’ll replace or refund it as quickly as possible.

Damages or Wrong Items

Please inspect your order upon arrival.
If an item is damaged, defective, or incorrect, email us right away at jillianraydesigns@gmail.com with your order number and clear photos so we can help make it right.

Exchanges

If you’d like to exchange a non-custom item, the fastest way is to return your original item (once accepted) and make a separate purchase for the new one.

Refunds

Once your return is received and inspected, we’ll notify you if your refund has been approved.
Approved refunds are issued to your original payment method within 10 business days.
Please note it can take additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since approval, contact us at jillianraydesigns@gmail.com.

Exceptions

We cannot accept returns on:

• Custom or personalized items

• Sale or clearance items

• Gift cards

Questions?

We’re always happy to help!
Reach out anytime at jillianraydesigns@gmail.com for questions about returns, refunds, or your order.