All SE.Merch customer service issues are handled by our Support team so you don’t have to worry about a thing. If a customer reaches out to you instead of us, refer them to our service center where they can reach out to our support team for help. In any case, below is a list of questions you might receive and how we handle each issue.
CAN I CANCEL MY ORDER? CAN I GET A REFUND?
We handle these on a case by case basis, working to get the best resolution possible for everyone involved. Once an order is placed, customers have 18 hours to be able to cancel from purchase. Should they choose to do this, the order will not show up in your profit, but will be in your Revenue History under the Merch History tab. Should this happen, we can confirm that a cancellation or refund was made, however we can not provide any information about who canceled for security and privacy reasons. Should something go wrong with the order and the customer requests a refund, this could be taken from your profit on withdrawal (only the amount of profit for the item) and you will be notified of the amount. Again, each case is handled differently and final results may vary. You can review our complete refund policy here.
HOW DO I RETURN AN ITEM?
As all items are custom made to order, we don’t require returns. If you need a replacement because the item came damaged or the wrong size, contact us and we will send you a new item at no extra cost to you. You can review our complete Return Policy here. Please have the customer reach out to us directly with their information, we may require additional information and having a direct line to them will expedite the process.
I HAVEN'T RECEIVED MY PRODUCT
If you or your viewer have shipping issues, refer them to our Shipping FAQ.
THE ITEM I RECEIVED DOESN'T FIT, OR IS DAMAGED, OR IS INCORRECT
If you or your viewer have a problem with items received, please contact our support team clicking on the question mark button on the left hand side of this page. Please make sure to provide pictures of the product in full and the issues so we can handle the issue as quickly as possible.