Refund policy
Refund & Return Policy
Last updated: August 23, 2026
At DvinGift, we want you to be satisfied with your purchase. This Refund & Return Policy explains the conditions and procedures for cancellations, returns, refunds, and issues with your order.
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under applicable law.
1. Return Window
We accept eligible returns within 30 days after the date you receive your order.
Before returning an item, please contact us at support@customshoehorn.com and provide your order number and the reason for the return.
Please do not send an item back before receiving return instructions from our customer service team.
2. Order Cancellation
You may request cancellation of an order within 12 hours after placing the order.
Please contact us as soon as possible at support@customshoehorn.com if you wish to cancel your order.
Because some products may be prepared, customized, or engraved shortly after an order is placed, cancellation requests received after 12 hours may not be accepted.
If an order is successfully cancelled after payment has been received, the applicable refund will be issued to the original payment method.
Nothing in this section limits any cancellation rights required by applicable law.
3. Eligibility for Returns
To be eligible for a return, an item generally must:
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Be returned within 30 days after you receive it.
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Be in the same condition in which you received it.
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Be unused and unworn.
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Include the original packaging, where applicable.
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Include your order number or other proof of purchase.
Returned products that show signs of use, damage, alteration, or wear beyond what is reasonably necessary to inspect the product may be subject to a reduction in the refund amount to reflect any loss in value, where permitted by applicable law.
4. Personalized and Engraved Products
Our personalized and engraved products are made according to the information provided by the customer.
Customers are responsible for carefully checking the spelling, names, initials, numbers, messages, and other personalization information before completing an order.
Personalized or engraved products are generally not eligible for return due to a change of mind or incorrect personalization information supplied by the customer, except where otherwise required by applicable law.
However, if a personalized or engraved product:
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Arrives damaged;
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Has a manufacturing defect;
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Is materially different from the product ordered; or
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Contains an engraving or personalization error caused by us,
please contact us at support@customshoehorn.com with your order number and supporting photographs.
We will review the issue and, where appropriate, provide a replacement, refund, or other suitable resolution.
5. Return Shipping Costs and Return Address
For eligible returns due to a change of mind or other reasons covered by this policy, the customer is responsible for the return shipping costs unless otherwise stated or required by applicable law.
Before returning any product, please contact us at support@customshoehorn.com with your order number and reason for the return.
Once your return has been approved, please send the package to:
DvinGift
Return Address:
KP Duong Loi, Tan Hong, Thi xa Tu Son, Bac Ninh 220000, Vietnam
Website: customshoehorn.com
Email: support@customshoehorn.com
Phone: +84 388551689
Please do not send a return before receiving confirmation from our customer service team.
We recommend using a trackable shipping service when returning an item. Customers are responsible for the package until it is delivered to the return address.
For damaged, defective, incorrect, or other issues caused by an error on our part, please contact us before returning the product so that we can provide appropriate return instructions.
6. How to Request a Return
To request a return, please email:
Please include:
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Your order number.
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The reason for the return.
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Photos of the product, if applicable.
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Any other information reasonably necessary to review your request.
After reviewing your request, we will confirm whether the return is eligible and provide any necessary return instructions.
Please do not send the product before your return request has been approved.
7. Inspection of Returned Items
After we receive a returned item, we will inspect it to determine whether it meets the requirements of this Refund & Return Policy.
We will notify you by email regarding the outcome of the inspection.
If the return is approved, we will process the applicable refund to the original payment method used for the purchase.
8. Refunds
Approved refunds will normally be processed within 10 business days after the returned item has been received and inspected.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, PayPal, or other payment provider.
If you have not received an approved refund after a reasonable processing period, please contact us at:
We do not charge a restocking fee for eligible returns.
9. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible at:
Please provide:
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Your order number.
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A description of the problem.
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Clear photographs of the product.
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Photographs of the packaging, where relevant.
We will review the information and work with you to determine an appropriate resolution.
Please keep the original packaging and shipping materials when possible, as they may be useful when investigating a shipping or carrier claim.
10. Lost Packages
If your order appears to have been lost during transit, please contact us with your order number and tracking information.
We will review the tracking information and, where appropriate, work with the relevant shipping carrier to investigate the shipment.
The resolution of a lost package may depend on the shipping method, carrier investigation, tracking information, and applicable law.
11. Exchanges
We do not normally offer direct exchanges.
If you would like a different product, size, or style, you may return an eligible item according to this policy and place a new order.
If the original item was defective, damaged, incorrect, or otherwise affected by an error on our part, please contact us before placing a new order so that we can review the situation.
12. European Union and Other Mandatory Consumer Rights
If you are located in the European Union, United Kingdom, or another jurisdiction that provides mandatory consumer cancellation, withdrawal, return, refund, or other statutory rights, those rights may apply to your purchase.
Where applicable, statutory rights may provide a right to withdraw from or cancel a purchase within a specified period, subject to legal exceptions.
Certain personalized, customized, or made-to-order products may be excluded from statutory withdrawal rights where an applicable law provides such an exception.
Nothing in this Refund & Return Policy is intended to exclude, restrict, or replace any mandatory consumer rights that cannot legally be excluded or restricted.
13. Refund Method
Approved refunds will generally be issued to the original payment method used for the purchase.
Depending on the payment method used at checkout, refunds may be processed through:
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Credit or debit card payment processing;
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PayPal;
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Other payment providers available at checkout.
We do not normally issue refunds to a different payment method unless required or permitted by applicable law.
14. Contact Us
If you have any questions regarding returns, refunds, cancellations, damaged products, defective products, or your order, please contact us:
DvinGift
Website: customshoehorn.com
Email: support@customshoehorn.com
Phone: +84 388551689
Business Address:
KP Duong Loi, Tan Hong, Thi xa Tu Son, Bac Ninh 220000, Vietnam
We aim to respond to customer inquiries within 1–2 business days.
We appreciate your business and are committed to providing quality products and helpful customer service.