Shipping, Fulfillment & Returns Policy

1.1 All products from colee.one are made to order. When you place an order on the Site, the order is sent to our third-party fulfillment partner for production, packaging, and shipping.

1.2 Our main fulfillment partner is currently Subliminator, a print-on-demand company that manufactures and ships products directly to customers on our behalf.

1.3 Because each item is produced specifically for the order, we do not hold inventory and cannot simply restock unwanted returns. This affects returns, exchanges, cancellations, and size changes.

2.1 After your order is placed and payment is confirmed, it enters fulfillment. Typical production time is 2-7 business days before the order ships.

2.2 “Business days” do not include weekends or public holidays.

2.3 Production time can vary by product type, order volume, season, design complexity, and fulfillment partner operations.

2.4 During peak periods, holidays, major product launches, carrier disruptions, customs issues, or operational delays, production and delivery may take longer.

2.5 If an order cannot ship within the stated or reasonably expected timeframe, we may contact you with an updated estimate and available options. Where required, those options may include waiting for the delayed order or canceling the unshipped item for a refund.

2.6 If we send a delayed-shipment notice, we may include a revised estimated shipment date, state that we cannot provide a revised shipment date yet, explain the reason for the delay where required, and provide a way for you to cancel the unshipped item for a refund. If we determine that we cannot fulfill an item, we may cancel and refund the unshipped item.

3.1 Standard shipping is generally included in our product prices unless otherwise stated on the product page or at checkout.

3.2 Express shipping may be available for certain orders, products, regions, or carriers. If express shipping is offered, it may appear as an added cost or may require manual approval depending on the order and destination.

3.3 Express shipping can reduce transit time, but it does not remove production time. Even express orders must be produced before they ship.

3.4 Express shipping may require the customer’s email address and phone number so the carrier can contact the recipient for delivery issues, missed delivery, pickup, or rescheduling.

3.5 Delivery estimates shown on the Site, at checkout, in tracking information, or in this policy are estimates only and are not guaranteed delivery dates.

3.6 Once your order ships, you will receive a shipping confirmation email with tracking information if tracking is provided by the carrier.

3.7 Tracking may take a few business days to update after the shipping label is created.

5.1 We make reasonable efforts to use current fulfillment and shipping estimates. However, delays can happen.

5.2 If we learn that an order cannot ship within the stated or reasonably expected timeframe, we may contact you with an updated estimate and available options.

5.3 We are not responsible for delays caused by carriers, customs, incorrect addresses, failed delivery attempts, weather, public holidays, strikes, natural disasters, supply chain disruptions, fulfillment partner issues, or events outside our reasonable control.

5.4 Nothing in this policy limits any cancellation or refund rights you may have under applicable delayed shipment, consumer protection, or other laws.

6.1 Please carefully check your shipping address before placing your order.

6.2 We are not responsible for orders that are delayed, returned, destroyed, lost, or delivered incorrectly because the customer provided an incorrect, incomplete, outdated, or undeliverable address.

6.3 If an order is returned to sender, rejected, unclaimed, destroyed by the carrier, or cannot be delivered because of customer-provided information, we are not obligated to resend the order for free.

6.4 In some cases, we may offer to reship the order at the customer’s cost once a correct address is confirmed, but this is not guaranteed and depends on the order status and fulfillment partner rules.

7.1 If tracking shows that an order was delivered but you did not receive it, please first:

• Check with household members, roommates, neighbors, building staff, mailrooms, parcel lockers, front desk staff, or property managers.
• Check around your delivery location, including porches, side doors, garages, and alternate drop-off areas.
• Contact the carrier for delivery details, GPS scan information if available, and claim options.

7.2 After taking those steps, contact carelescastlemgmt@colee.one with your order number and the tracking issue. We will review the situation, but we are not automatically responsible for replacing or refunding packages that are marked delivered and then lost or stolen after delivery.

7.3 If tracking does not show delivery and the package appears lost in transit, contact us within 4 weeks / 28 days after the estimated delivery date so we can review the issue with our fulfillment partner.

8.1 Made-to-order return policy: Because products are made to order, we do not generally accept returns or exchanges for:

• Change of mind or buyer’s remorse.
• Ordering the wrong size, color, product, or design.
• Minor differences between on-screen colors and actual product colors.
• Minor differences in print placement, texture, cut, stitching, alignment, or finish that are normal for made-to-order products.
• Shipping delays that are outside our control.

Please review product descriptions, size charts, design selections, quantities, and shipping details carefully before placing your order.

8.2 When we can help: We will review issues when:

• The product arrives damaged or defective.
• There is a significant print or manufacturing error.
• You receive the wrong item or wrong size because of a fulfillment error.
• An item is missing from the shipment.
• The package is lost in transit and never marked as delivered.

8.3 Evidence required: To process a claim, contact carelescastlemgmt@colee.one and include:

• Your order number.
• Clear photos of the product and issue, if applicable.
• Photos of packaging, labels, size labels, QR labels, packing slips, or shipping labels if requested.
• A short description of the issue.
• Whether you prefer a replacement, refund, or store credit.

8.4 Claim window: To stay aligned with fulfillment partner claim requirements, contact us within the following timeframes:

• For damaged, defective, misprinted, wrong, or missing items: within 4 weeks / 28 days after the product is marked as delivered by the carrier.
• For packages lost in transit and never marked as delivered: within 4 weeks / 28 days after the estimated delivery date.

Claims submitted after these timeframes may not be eligible for replacement, refund, or store credit.

8.5 Resolution options: If your claim is approved, we may, at our discretion and depending on what our fulfillment partner is able to support:

• Send a replacement at no additional cost.
• Offer store credit.
• Refund the affected item to your original payment method.

Refund timing may depend on your bank, card issuer, payment processor, or payment method.

8.6 Size changes and exchanges: If you ordered the wrong size, color, product, or design, this is generally treated as a new order because the original item was made specifically for you. We are typically not able to provide free replacements for customer selection errors. In some cases, we may offer a discounted reorder option as a courtesy, but this is not guaranteed and is handled case by case.

9.1 International orders may be subject to customs fees, import duties, taxes, brokerage fees, VAT, or other charges imposed by the destination country or carrier.

9.2 These charges are not included in our product prices or shipping fees unless explicitly stated at checkout.

9.3 The recipient is responsible for paying any customs fees, duties, taxes, brokerage fees, or similar charges.

9.4 We are not responsible for customs delays, customs holds, failed customs clearance, refused customs charges, returned international packages, or charges imposed by customs authorities or carriers.

For shipping, delivery, returns, replacements, refunds, and order support, contact:

carelescastlemgmt@colee.one

For general store questions, contact:

mgmt@colee.one