Can I return my order?

Because our products are specially personalized for you, it is unfortunately not possible to return orders. Each item is custom-made and printed with your chosen design, color, or size. This makes the product unique and therefore not resellable. For this reason, we cannot accept returns as is often the case with standard (non-personalized) products.

What is possible? Storing returns in our inventory

We understand that customers may still want to return a product, for example if the size is incorrect or if the product does not meet their expectations. In such cases, you can choose to receive the returns yourself, but to support you, we also offer the option to store returned products in our inventory. This works as follows:

Customer reports the return to you

You remain the point of contact for your customer. The customer always notifies you if they want to return an item. You decide whether the customer pays for the return shipping or if you cover these costs. Neither you nor your customer will receive a return label from Promio.

Return shipped to our address

We provide you with a return address where the customer can send the product. Once the return arrives, we inspect the item, notify you by email, and add it to your inventory.

Inventory management is your responsibility

Please note: we do not actively track your inventory. It is important that you maintain your own overview of the items stored with us, including details such as size, color, and design.

Reusing inventory for new orders

When the same product (same size, color, and design) is ordered again, you can inform us that this item is already in your inventory. We will then take it directly from your stored inventory and ship it to the customer.

Shipping costs

In this case, you only pay the shipping costs for the new shipment. This allows you to reuse returned products efficiently and minimize losses.

Why this approach?

Since each product is personalized, Promio cannot reuse returned items. However, through your webshop, these items can be resold. With this solution, we help you make use of returned products without having to manage or reship them yourself. This saves time and allows you to reuse returned items for future orders.

Updated on: 24/06/2026