Refund policy

Returns & Refund Policy

Due to the custom nature of the business, we do not accept returns.

If the recipient refused the package, we will notify the sender of the return once our team has received the package at our Lenexa, KS studio. To re-ship to a recipient who refused a gift OR if an address change is required after the package is in the carriers hands, you may be subject to an extra fee. This fee averages $14 and is passed on from the delivery carrier. We will notify you of this fee via email and process payment prior to any re-shipping of a gift.

Please feel free to send any questions or concerns to hello@shopbowontop.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 and make it right.

Refunds are offered on a case by case basis. If your gift was damaged during transit, please reach out to the Bow on Top team at hello@shopbowontop.com within 5 business days with your name and order number so we can submit a claim on your behalf to the courier (UPS, USPS, Fedex).

Photograph(s) are required from UPS, USPS, and FedEx for claims. After reaching out, the Bow on Top team will discuss your options for refund and/or replacement and find the best fit for your needs.

European Union & International Shipping 
We ship to the EU via Fedex, UPS, and DHL. Once the gift has left the Bow on Top studio we are not responsible for shipping transit times. Customs can cause unexpected delays as can rural international locations. 

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shopbowontop.com.