Returns &
Exchanges
We stand behind every pouch we make. Here's what you need to know.
No Returns or Exchanges
Every pouch is made specifically for you — custom embroidered with your name or initials, made to order. Because of this, we cannot accept returns, exchanges, or cancellations for any reason other than those listed below.
Please review your embroidery text, color selection, and shipping address carefully before completing your purchase.
The only exceptions.
We will offer a replacement or full refund if your order:
- Has an embroidery error — the stitching differs from the name or initials you provided
- Arrives with a quality defect — damage, faulty zipper, or manufacturing issue
How to Make a Claim
All claims must be submitted within 48 hours of delivery. Claims submitted after this window cannot be accepted.
Photo proof is required. We cannot process any replacement or refund without clear evidence of the issue. No exceptions.
Email support@mypouchly.com within 48 hours of your delivery confirmation.
Include your order number and clear photos showing the embroidery error or quality defect. Claims without photo proof will not be processed.
We will review and respond within 24 hours. If your claim is approved, we will send a replacement. If a replacement cannot be made, a full refund will be issued instead.
Order Cancellations
Need to cancel? Contact us at support@mypouchly.com immediately after placing your order.
Cancellations are only possible before embroidery has begun. Once production starts we are unable to cancel or modify your order.
Refund Processing
Approved refunds are processed to your original payment method within 5–10 business days, depending on your bank or card provider.
Still have questions?
We're here to help. Contact us and we'll get back to you within 24 hours.
support@mypouchly.com