Even the finest loot sometimes needs a swap, so here's how returns and exchanges work if something isn't right.
At a glance
- Party hats and Marks of Grace: returns and exchanges accepted within 30 days of delivery.
- Keychains and amulets: exchanges only, within 30 days of delivery.
- Custom and personalized items: see "Custom and personalized items" below.
- Digital downloads: non-refundable once downloaded, unless a file is defective or not as described.
How to request a return or exchange
- Email us at SQiStudios@proton.me within 30 days of delivery. Include your order number, the item, and whether you'd like a return or an exchange (and what you'd like instead).
- We'll reply with instructions and the return address. Please contact us before sending anything back.
- Pack the item carefully. Items must be returned in their original condition.
Return shipping
You pay for return shipping, unless the item arrived damaged or we sent you the wrong item — then we cover it. When we send a replacement as part of an exchange, we pay the shipping on the replacement.
We recommend using a shipping method with tracking.
Refunds
- Once your return arrives and we've checked it, we'll refund you to your original payment method through Stripe.
- Depending on your bank, it may take several business days for the refund to show up.
- Quest Points earned on refunded amounts are removed from your Quest Guild account.
Custom and personalized items
These items are made specifically for you:
- Custom-size party hats
- Personalized items, including NFC-programmed amulets
- Custom commissions
These are final sale: because each one is made for you, we can't resell it. The exception is an item that arrives damaged or isn't what you ordered — email us and we'll put it right. This doesn't affect your legal rights over faulty goods.
Sizing help
- Please measure before you order. The party hat page includes a sizing guide.
- Between sizes or not sure? We offer free custom fitting. Email us before you order, or choose the Custom size option and enter your measurements.
Broken points
Party hat points are sturdy, but they aren't indestructible. If a point breaks, email us with photos. We've been improving the design, and we help with replacements on a case-by-case basis.
Damaged, lost or wrong items
If your order arrives damaged or isn't what you ordered, email us as soon as possible with your order number and photos. For lost or damaged packages, see our Shipping Policy.
Digital downloads
Digital files can't be sent back, so downloads are non-refundable once they've been downloaded. If a file is defective or not as described, email us and we'll make it right with a working file or a refund.
Changing or canceling an order
Every item is made to order, so email us as soon as possible if you need to change or cancel an order. We can normally do it within 24 hours of checkout, as long as printing hasn't started. After that the piece is usually already on the plate, and we may not be able to stop it.
Questions?
Email SQiStudios@proton.me and we'll help.