FAQ

1. What's your return policy?

If you are unsatisfied with your order, please get in touch with our support, and we will do our best to help you! Here is a summary of our policy: 

• 30-day return policy for most items**; 15-day store credit policy specifically for mugs.
• Eligible for return: unused, unworn items in original packaging with tags and receipt.
• Submit return request via online account with details and supporting pictures/videos.
• Customers are responsible for return shipping costs.
• Exceptions**:  graphic items (shirts, throws, mugs, aprons, posters etc.), custom/personalized items, sealed goods, promotional giveaways, beauty products, sale items over 20% off, clearance items, final sale items, or gift cards.
• Graphic items: No returns/exchanges for wrong size/color; free replacement/refund for damaged or manufacturing error within 7 days.
• Lost in Transit: No refund for orders with incorrect shipping address; ensure accurate information.
• Incorrect shipment: Notify within 15 days with picture/video for resolution.
• Misprinted/Damaged/Defective items: Notify within 15 days with picture/video for replacement/refund.
• Refunds: Processed after receiving and inspecting the return; original bank/credit card processing time applies.
• EU consumers: Some items exempt from right of withdrawal; discretion to refuse returns.
• Policy subject to change without prior notice.

For more details or assistance, contact mysticalcherry@mysticalcherry.com or log in to your account to initiate a refund request.

Please see our full Refund & Return Policy for more details.  

2. How do I get my refund?
Once we've received and inspected your return item, we will notify you regarding the approval of your refund. If approved, the cost of the item will be automatically refunded to your original payment method minus any shipping charges. Please be aware that it may take some time for your bank or credit card company to process and post the refund.

3. What is my item was damaged in damaged?
Upon receiving your order, please inspect the items carefully. If you notice any misprinted, defective, or damaged items, contact us within 15 days of delivery. Email us at info@mysticalcherry.com and provide supporting pictures or videos. We will evaluate the issue and work with you to find a suitable solution, which may include a replacement order or a refund to your original payment method.

If a graphic or custom-printed item has flaws in the printing or material, or the mug was damaged in shipping, please contact us at Info@mysticalcherry.com within 15 days of receipt of the merchandise. Send us a picture showing the issue, and we'll work with you on a solution that may involve a replacement order or a refund to your original payment method.

4. Can I cancel my order?

We offer a full refund if the order is canceled within 12 hours of your purchase. You should submit an order cancellation request here once you decide to cancel the order. For orders canceled after 12 hours of purchase that have not been shipped, we will offer a partial refund after charging a 10% cancellation fee. We will NOT accept order cancellation requests if the orders have been processed and shipped.  

5.  What happens if I receive the wrong item?

In the event that we sent you the wrong item, size, or color, please contact us within 15 days of delivery. Email us a picture or video of the incorrect item, and we will rectify the issue promptly. Click Here or log into your account.

Wrong Delivery Address Disclaimer:

We do not issue a refund if your order does not arrive due to factors within your control (e.g., providing the wrong shipping address). Please be advised that you, as the user, hold full responsibility for the accuracy of the shipping information provided. Our company cannot, under any circumstances, be held liable for undelivered or misdelivered packages due to incorrect shipping information. You must double-check all details before submitting your order to ensure timely and accurate delivery.

Please get in touch if you have questions or concerns about your specific item at info@mysticalcherry.com.

Digital Download

1. How do I receive my digital download after purchasing it?

After purchase, you will receive a download link in three places:

1. immediately on your order summary,
2. in your order email, and
3. in your account history. 

As per our policy, you are limited to 2 downloads or 180 days from the date of purchase, whichever comes first. Our digital products are non-refundable.  

2. What should I do if I don't receive my purchase confirmation email or download links?

First, check your Spam or Junk email folders. If you still can't find them, try logging in to your account history to see if there was an error in the email address. If you cannot log in, please email support@mysticalcherry.com for assistance.

3. What if I accidentally delete email?

No worries! You can download it again from your order history, or request another copy of your order emails.

5. Can I share my MysticalCherry download with other people?

No. Each PDF is copyright protected and may only be used by the purchaser. You may not forward, copy, or distribute the purchased PDFs. This is a term of sale which you agree to when you purchase a digital pattern from us.