Exchanges are only accepted when a mistake was made on behalf of Vida Custom Designs. In the event that an item was made incorrectly by Vida Custom Designs, the order will be remade as ordered and shipped to the customer. Customers may asked to provide a photo for exchange/remake consideration and receive a shipping label to return the item.

To start an exchange, you can contact us at vidacustomdesigns@hotmail.com. If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

You can always contact us with any question at vidacustomdesigns@hotmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue. 

If an item is damaged in transit; a complaint must be filed with shipping carrier (USPS, FedEx, UPS).

Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.