At String Freq, we want you to love your purchase. Please review our return and exchange policies below, which differ slightly between our Regular and Custom collections.

1. Regular Products

Our standard return policy applies to all non-custom items:

• Return Window: You have 14 days from the date of delivery to initiate a return.
• Conditions: Items must be unworn, unwashed, unaltered, and in their original packaging with all tags attached.
• Final Sale: Items marked as "Final Sale," gift cards, or any item that has been worn, washed, or altered are not eligible for return or exchange.
• Exchanges: We do not process direct exchanges. To ensure you get the size or color you need quickly, please place a new order for the desired item and then follow the return process for the original item.
• Refunds: Once your return is received and inspected, we will notify you of the approval. Approved refunds will be processed to your original payment method within 5–10 business days.

2. Custom Products

Due to the personalized nature of our custom collection, these items are crafted specifically for you and are final sale.

• No Returns or Exchanges: We do not accept returns or exchanges for custom products based on change of mind, sizing preferences, or fit issues. Please ensure you provide accurate measurements and design details before ordering.
• Exceptions (Lost, Damaged, or Defective Items):
  Lost Packages: If your custom order is lost in transit, please contact us immediately. We will work with the carrier to locate the package or arrange a replacement/reshipment at no extra cost.
  Quality Issues/Defects: If your item arrives with a manufacturing defect or damage, please contact us within 7 days of delivery. We require photos of the issue and your order number. Upon verification, we will offer a free repair, replacement, or full refund (including shipping costs).
  Wrong Item Sent: If we made an error and sent the wrong custom item, we will cover all costs to correct the mistake, including return shipping and sending the correct item.

3. Return Shipping Costs

• Customer Responsibility: For regular product returns due to personal reasons (e.g., size, style), the customer is responsible for return shipping costs. Original shipping fees are non-refundable unless the return is due to our error.
• String Freq Responsibility: If the return is due to a defect, damage, or our error (wrong item sent), String Freq will cover all shipping costs.

4. How to Initiate a Return

To start a return for eligible regular items or to report an issue with a custom order:

1. Email us at info@stringfreq.com with your order number and the reason for your request.
2. If returning a regular item, wait for our confirmation and instructions.
3. For defective or damaged items (regular or custom), please include clear photos of the issue in your initial email.