Returns

We truly hope you’ll love your custom 3D lithophane photo, but we understand that sometimes returns are necessary. Here’s a clear guide to help you through the process.

30-Day Return Window: You can request a return within 30 days of receiving your order. Unfortunately, we cannot offer refunds or remakes after this period.

Original Condition Required: Returned items must be sent back in their original packaging and in the same condition you received them.

Proof of Purchase: Please provide proof of purchase by emailing our service team at service@fazapor.com with the email used for your order.

Return Shipping Costs: Customers are responsible for the cost of return shipping.

Refunds

Once we receive your returned item, we’ll send you an email to confirm it has arrived. If your return is approved, we’ll process your refund and issue it to your original payment method. Please allow a few business days for the transaction to appear.

Please note that fees for expedited or express shipping are non-refundable once the order has been shipped.

If your refund was approved but hasn’t shown up after several days, we recommend first checking with your credit card provider or bank for an update. If they can’t assist, feel free to contact us at service@fazapor.com or call +1 302 314 3650 and we’ll be happy to help.

Cancellations

We start working on your custom lithophane as soon as your order is placed, so it’s important to contact us right away if you need to cancel. This gives us the best chance to stop production before it’s too far along. Please email us at service@fazapor.com with your order details and reason for cancellation.

If your order has already been completed or is ready to ship when we receive your request, we may not be able to cancel it.

Missing Packages

If your order hasn’t arrived by the estimated delivery date, please start by checking the tracking status online using your tracking number to confirm whether it’s still in transit. If the carrier shows it as delivered, we recommend checking with neighbors and looking around common drop-off areas in case it was left at the wrong address.

If you’ve ruled out delays or misdelivery, email us at service@fazapor.com within 48 hours of the expected delivery date. We’ll open an inquiry with the carrier and, if needed, work with you to locate the package or remake your item.

Damaged Items

We package every order with care, but damage can occasionally occur in transit. If your item arrives damaged, we may be able to remake it. Please follow the steps below so we can help quickly:

Inspect upon delivery.

Open your package as soon as it arrives. You have 48 hours from delivery to report any damage. The sooner you let us know, the faster we can resolve it.

Send clear photos.

Email service@fazapor.com with:

• Photos of the damaged item (close-ups and full view)
• Photos of the inner packing materials and the outer shipping box (all sides, including the label)

Keep all packaging.

Please retain the item and all original packaging until we confirm next steps.

Once we receive your photos and details, we’ll review the case and advise whether we will remake the item or take other appropriate action.

Remakes

If something isn’t right with your 3D lithophane photo when it arrives, we may be able to create a replacement for you. Please email service@fazapor.com with a clear photo of the item (place it against a dark background) and let us know what needs to be corrected.

Once we receive your request, our team will review it and reply by email to confirm whether a remake can be done.

Because each piece is custom-made, we can only offer remakes when there is an issue with the original item.