Refund policy
Every Cache Collective order is custom-made or booked just for you, so our refund policy works a little differently from a typical store. Please read it before you order.
Order approval
All orders are reviewed and confirmed by us before they become official. Payment is collected at checkout. If we can’t fulfill your order — for example, your date is unavailable or the request is outside our service area — we’ll cancel it and refund your payment in full.
Custom and personalized products
• Before you approve your design proof: you may cancel for a full refund.
• After you approve your proof: production begins and personalized items can’t be cancelled, returned or exchanged.
• Our mistakes: if an item arrives damaged, defective, or doesn’t match your approved proof, contact us within 7 days of delivery or pickup with photos and we’ll remake it or refund it.
• Small variations in color, texture and placement are normal for handmade, printed and engraved items and aren’t considered defects.
Event services, styling and rentals
• 14 or more days before your event: full refund.
• 7 to 13 days before your event: 50% refund, or a full credit toward a new date within 6 months.
• Less than 7 days before your event: non-refundable, because materials have been purchased and staff scheduled.
• Weather: for outdoor events, we’ll work with you to move indoors or reschedule.
• Rental items damaged beyond normal wear or not returned may be charged at replacement cost.
Gift Concierge
The Gift Concierge service fee is refundable until we begin shopping for you. Gifts we purchase on your behalf follow the original retailer’s return policy.
How to request a refund
Email hello@cachecollective.org with your order number. Approved refunds go back to your original payment method within 5–10 business days.