Personalization Policy

Please review all personalization details carefully, including spelling, dates, image selection, size, color and quantity. We create your item using the information submitted with your order.

Use the highest-resolution original file available. Choose a sharp, well-lit image with the main subject fully visible. Avoid screenshots, heavily compressed images, blur, strong filters and images downloaded from social media where possible. A low-quality source may produce a softer or less detailed result.

The preview is a digital representation. Small differences in color, scale, crop or placement may occur because screens display colors differently and because fabrics, printing and manufacturing processes vary. These reasonable differences are not normally defects.

Contact us immediately at cs@ourmatchy.com. We can only make a change or cancellation before production begins, and we cannot guarantee that a request will reach us in time. Once production has started, personalized items generally cannot be changed or cancelled.

You keep ownership of your content. By submitting it, you give us a non-exclusive, limited permission to use, reproduce, adjust and place it only as reasonably necessary to produce and deliver your order, provide support and meet legal obligations. We will not use your personal photos in advertising or social media without separate permission.

You confirm that you own the content or have all permissions needed to use it, including permission to use any person's name, image or likeness. You are responsible for claims arising from content submitted without the required rights or consent.

We may reject, pause or cancel personalization containing content that is illegal, infringing, hateful, obscene, threatening, exploitative or otherwise inappropriate. If order details are unclear or conflict with the preview, we may contact you before proceeding.

Uploaded content is kept only for as long as reasonably necessary to fulfill your order, provide support, prevent fraud and meet legal obligations. It is then deleted or anonymized in line with our Privacy Policy.

An error may include personalization that materially differs from the details accepted with your order, such as text we printed incorrectly, the wrong submitted design being used, or a significant production defect.

Customer-entered spelling or date errors, an incorrect size or color selected at checkout, limitations caused by a low-resolution supplied image, and reasonable variations in color or placement are not normally defects. This does not affect rights that cannot be excluded by law.

Email cs@ourmatchy.com within 14 days of delivery with your order number, a description of the issue and clear photos. If the item is damaged, incorrect or defective, we will assess it and provide an appropriate remedy under our Returns & Refunds Policy and applicable law.

Because personalized and made-to-order items are created specifically for you, they are generally not eligible for change-of-mind returns once production begins. This does not apply where the item is damaged, incorrect or defective, or where applicable law gives you a non-excludable right.