Refund policy

Made just for you. Backed by people who care.

Every Amber & Vale pillow is personalized using the photo you choose. Because we make it specifically for your order, we don’t accept returns or exchanges for a change of mind, a different size preference, or a different photo after production has begun.

Something wrong with your order?

If your pillow arrives damaged, defective, misprinted, or different from what you ordered, please contact us promptly and within 30 days of delivery. Include your order number, a description of the issue, and clear photos of the pillow and packaging. If you use our contact form, we’ll reply with instructions for sending photos.

We personally review each request. If we confirm a production error, damage, or an incorrect item, we’ll arrange a replacement at no extra cost or a refund, as appropriate. A discount on a future purchase is not a substitute for resolving a faulty or incorrect order.

Please don’t send your pillow back unless we give you return instructions. An approved claim may not require a physical return.

Photo quality & personalization

We review uploaded photos before making your pillow. If a photo appears too blurry or unsuitable for printing, we’ll contact you using the details on your order. Please check your email, including spam, so we can help keep your order moving.

Please check your chosen photo and size before paying. Screen colors and the appearance of a photo printed on fabric can differ slightly. This does not exclude claims for genuine printing defects or an item that does not match your order.

Need to change or cancel an order?

Contact us as soon as possible with your order number. If production hasn’t started, we’ll check whether a change or cancellation is possible. Once production begins, we cannot guarantee changes or cancellations.

Changed your mind?

Although personalized pillows aren’t eligible for change-of-mind returns, you’re welcome to get in touch. We may offer a goodwill discount toward a future order at our discretion. Any offer and its conditions will be confirmed directly; a discount is not guaranteed.

Missing or returned packages

If your order hasn’t arrived, check the tracking link in your shipping email and contact us promptly, no later than 30 days after the estimated delivery date. We’ll help investigate with our fulfillment partner. If an incorrect or incomplete address causes a package to be returned, we’ll explain any reshipping cost before arranging another delivery.

Approved refunds

Approved refunds go back to the original payment method. We’ll email you when the refund is issued; your bank or payment provider determines when it appears in your account.

This policy does not limit any rights or remedies you have under applicable consumer protection laws.