We want you to be satisfied with your item. If something is wrong, write to us at admin@welcomna.com.
Right of Withdrawal
As a consumer, you generally have a right of withdrawal of 14 days from receipt of the goods, without stating any reasons.
For goods that are made according to your individual specifications or clearly tailored to your personal needs, the right of withdrawal is excluded by law (§ 312g para. 2 no. 1 BGB). This applies to all personalized items – i.e., anything that bears your photo, your name, or your details. These items are made exclusively for you and cannot be resold.
You can find the full cancellation policy under Right of Withdrawal.
30-Day Satisfaction Guarantee
Regardless of the right of withdrawal, you will receive a free replacement or a full refund within 30 days of delivery if your order
- is damaged, defective, or faulty – whether due to our production or during transport,
- is the wrong item, size, or color,
- was printed or embroidered incorrectly because we implemented your details incorrectly,
- differs significantly from the product description or product images on this website.
In these cases, you do not need to return the item, unless we expressly ask you to. If a return is necessary, we will provide you with the return address and cover the return shipping costs.
This guarantee is a voluntary service. Your statutory warranty rights – two years from delivery – remain unaffected by this and are not restricted by it.
Lost Shipments
If your shipment does not move for more than three weeks, or is significantly past the stated delivery time, and the address you provided was correct, you can choose a free replacement or a full refund.
How to Report a Case
Write to us within 30 days of delivery at admin@welcomna.com with:
- your order number and the email address used when placing the order,
- a photo or video of the item received,
- in the case of a printing or embroidery error: a photo clearly showing the error,
- in the case of a sizing issue: a photo of the garment with a measuring tape or ruler next to it.
Processing and Refund
We respond to every inquiry within one business day (Monday to Friday, 9:00 a.m. – 5:00 p.m.). Once your case is confirmed, the replacement goes into production immediately, or the refund will be issued within 3–7 business days to your original payment method.
Cancel or Change an Order
This is possible within 12 hours of placing the order, as long as production has not yet started. After that, your item is already in production.