Frequently Asked Questions

Have a question? We’re happy to help. ✨

Below you’ll find answers about ordering from De lo’ mio & Co., shipping, made-to-order products, returns, damaged items, and digital downloads.

Orders & Products

How are your products made?

Many of our physical products are made to order, which means your item is produced specifically for you after your order is placed.

Because products are made to order, please allow time for both production and shipping when estimating when your order will arrive.

Where are your products made and shipped from?

We work with professional production partners to print and fulfill many of our physical products.

Production locations may vary depending on the product, availability, and shipping destination.

If you purchase multiple products, they may occasionally be produced at different facilities and arrive in separate packages.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

Our made-to-order products can move into production quickly. We’ll do our best to accommodate your request, but changes and cancellations are not guaranteed once production has begun.

Please review your order carefully before completing checkout.

What if I entered the wrong shipping address?

Please contact us immediately if you notice an error in your shipping address.

We’ll do our best to update it if your order has not progressed too far into production or shipping. However, address changes cannot be guaranteed once production has begun.

Customers are responsible for providing a complete and accurate shipping address at checkout.

Shipping & Delivery

How long will it take to receive my order?

Because many of our physical products are made to order, your order requires production time before it ships.

Shipping and delivery times can vary depending on the product, production location, destination, carrier, holidays, weather, and other circumstances outside our control.

Once your order ships, tracking information will be provided when available.

Will I receive tracking information?

Yes. For physical products, tracking information will be provided when available after your order has been fulfilled and shipped.

If your order contains products fulfilled separately, you may receive multiple packages and tracking numbers.

Why did I only receive part of my order?

Don't worry! If you ordered multiple products, they may be produced and shipped from different facilities.

This means your items may arrive in separate packages at different times.

Check your shipping confirmation emails for additional tracking information.

What if my package appears to be lost?

If your order has not arrived and the tracking information suggests there may be a shipping problem, please contact us.

We'll review the shipment and work with our production and shipping partners to determine the appropriate next steps.

What if tracking says delivered, but I can't find my package?

If your tracking information shows Delivered but you haven't received your package, please first:

Check around your delivery location
Ask other members of your household
Check with neighbors when appropriate
Check your mailbox, parcel locker, front desk, or mailroom
Contact the shipping carrier for additional delivery information

If you still can't locate the package, please contact us and we'll review the situation.

Please note that refunds or replacements are not automatically guaranteed when carrier tracking confirms successful delivery, as these situations may require additional investigation.

Returns, Refunds & Product Issues

Do you accept returns or exchanges?

Because many of our physical products are made to order specifically for each customer, we generally do not accept returns or exchanges for:

Change of mind
Ordering the wrong size
Selecting the wrong color
Selecting the wrong product variation
Personal preference after receiving the product

Please carefully review product descriptions, photos, dimensions, size guides, colors, and available options before completing your purchase.

If your item arrives damaged, defective, misprinted, or incorrect, please contact us so we can help.

What if my item arrives damaged, defective, misprinted, or incorrect?

We want your order to arrive exactly as expected.

If you receive an item that is damaged, defective, misprinted, or incorrect, please contact us within 30 days of delivery.

Please include:

Your order number
A brief description of the problem
Clear photos showing the product and issue

Once we review your request, eligible manufacturing or product issues may qualify for a free replacement or refund.

You generally will not need to return a damaged or defective item, but please keep the product and its packaging until your request has been reviewed.

What if I ordered the wrong size or color?

Because our products are made to order, we cannot provide a free replacement, return, or refund when the wrong size, color, or variation was selected during checkout.

Please review the size guide and available product options carefully before ordering.

What if I simply change my mind?

Because made-to-order products are created specifically after your purchase, we do not accept returns or provide refunds solely for change of mind.

We encourage you to review all product photos, descriptions, dimensions, size guides, and options before placing your order.

Are the colors exactly the same as they appear online?

We do our best to represent our designs and products as accurately as possible.

However, colors may vary slightly depending on your screen settings, device, printing process, and the material on which the design is printed.

Minor variations between the digital preview and finished physical product are normal and are not considered defects.

Digital Downloads & Canva Templates

Do you sell digital products?

Yes! De lo’ mio & Co. offers digital downloads and editable Canva templates for special occasions such as birthdays, destination weddings, pregnancy announcements, and other celebrations.

Products that are digital will be clearly identified in their listings.

Will anything be shipped to me when I purchase a digital download?

No.

Products identified as Digital Downloads are delivered electronically. No physical product will be mailed or shipped to you.

Please read the individual product description carefully before purchasing.

How do editable Canva templates work?

After purchasing an eligible editable template, you'll receive access to the template so you can personalize your design using Canva.

Depending on the design, editable elements may include:

Names
Dates
Locations
Event details
Text
Photos
Sonogram images
Other personalized information

Please review the individual product listing to see what can be customized.

Do I need Canva Pro?

Unless specifically stated in the product description, our editable Canva templates are designed to work with a free Canva account.

You will need to create or sign in to a Canva account to edit and save your personalized design.

Can I add my own photo or sonogram?

For templates designed to include personal images, yes.

For example, eligible pregnancy announcement templates allow you to replace the sample image with your own sonogram photo.

Please check the individual listing to confirm which elements of your specific template can be edited.

Can I print my digital purchase?

Yes. Once you've finished personalizing your template, you can download your finished design in the available format and either share it digitally or have it printed.

Printing services, paper, frames, invitations, or other physical materials are not included unless specifically stated otherwise.

Can I return or receive a refund for a digital download?

Because digital products provide access to downloadable content, digital purchases are generally final sale and non-refundable.

If you experience a technical problem accessing your purchase, please contact us. We'll be happy to help troubleshoot the issue.

Can I resell or share my digital template?

No.

Unless specifically stated otherwise in the product listing, digital templates purchased from De lo’ mio & Co. are for personal use only.

Our templates and designs may not be resold, redistributed, shared, reproduced for resale, or used to create competing digital products.

Purchasing a template does not transfer ownership of the original design or intellectual property.

Our Designs

Are De lo’ mio & Co. designs original?

Our designs are created and curated to reflect the spirit of De lo’ mio & Co. and the cultures, places, memories, and everyday moments that inspire our brand.

Many of our heritage pieces celebrate the Dominican Republic and other Latin American cultures, while other collections are inspired by travel, coffee, tropical landscapes, creativity, and everyday life.

Our goal is simple: to create pieces that feel meaningful, personal, and a little like home.

Contact Us

What if I still have a question?

We’d love to help. 💛

If you have a question about a product, existing order, shipping, damaged item, or digital download, please visit our Contact Us page.

For questions about an existing order, please include your order number and the email address used to place your order so we can assist you more efficiently.

We aim to respond to customer inquiries within 1–2 business days.