Returns & Refunds Policy
At Black Girl Shop, every puzzle is made with care, and we want you and your little ones to love your purchase!
Made-to-Order Products
Every Black Girl Shop puzzle is made especially for you. Once production begins, we do not accept change-of-mind returns or exchanges, including accidental orders or incorrect selections, except where required by applicable consumer law.
Damaged, Defective, or Incorrect Orders
If your puzzle arrives damaged, defective, or different from what you ordered, we're here to help!
Please email us at hello@blackgirlshop.com as soon as possible, and within 30 days of delivery, to request a replacement or refund. Please include:
- Your order number
- A brief description of the issue
- Clear photos showing the damage, defect, or incorrect puzzle
- Photos of the packaging or shipping label when relevant to the issue
We may request additional photos or details to help us review your request. If you cannot provide photos, please contact us so we can discuss how best to help. When an issue is confirmed, we'll arrange an appropriate replacement or refund at no additional cost. Please contact us before sending anything back; we will let you know whether a return is needed.
Order Cancellations
Please email hello@blackgirlshop.com as soon as possible if you need to cancel or change an order. We will check whether production has started. Production may begin shortly after payment, so cancellations and changes are not guaranteed once production begins.
Refunds
Approved refunds will be issued to your original payment method. Processing times may vary depending on your payment provider.
Your Consumer Rights
This policy, including the 30-day reporting window and made-to-order restrictions, does not exclude or limit any rights or remedies you have under applicable consumer law. Where the law gives you additional cancellation, return, replacement, or refund rights, those rights apply.
We're Here to Help!
Your experience matters to us. If something isn't right with your order, please email us at hello@blackgirlshop.com.
Thank you for supporting Black Girl Shop and helping us bring more representation, imagination, and joy into children's play!