Last updated: October 20, 2026
Email greentrailsco@gmail.com with your order number and a description of your request. Contact us before mailing any item back so we can provide the correct return address and instructions. Our correspondence address is not an automatic return address.
You may request a return or exchange for a nonpersonalized product within 14 days of delivery.
For change-of-mind or sizing returns, items must be unworn, unused, unwashed, and in their original condition. Please include the original packaging where possible.
To begin a return or exchange, email us within the 14-day window. We will confirm the next steps and where to send your item. Exchange availability depends on the replacement product, size, and color. We will discuss any price difference or replacement shipping charge before proceeding.
Customers are responsible for return postage for change-of-mind or sizing returns, except where applicable law requires otherwise. Use a service that provides proof of postage and tracking.
Original shipping charges are not refunded for change-of-mind returns unless required by applicable law. We do not deduct an undisclosed outbound shipping charge from a refund on an order that qualified for free shipping.
Your order includes custom artwork based on your photo and our vintage artwork style. We email a proof before weaving and work with you on adjustments to the original photo, colors, wording, and composition.
Switching to a different photo or a completely new concept may require an additional design fee, which we will discuss with you before proceeding.
If you are not happy with the artwork, you can cancel the personalized item for a full refund before production begins, including any shipping charged for that item. We do not begin weaving without your approval.
Once production begins, personalized blankets cannot be canceled, returned, or exchanged for a change of mind, except where applicable law requires otherwise. This does not limit help with damage, defects, or an incorrectly made item.
Please check names, dates, wording, and layout carefully when approving your proof. If you notice an error afterward, contact us immediately. We cannot promise changes once production has started.
Please reply to your proof email within 48 hours. If we do not hear back, we will send a reminder and keep the personalized item on hold.
If we receive no response within seven days of sending the proof, we will cancel and refund the personalized item, including any shipping charged for that item.
Email us as soon as you discover a problem and include your order number and clear photos of the item and issue. Please keep the packaging while we review your request.
If an item arrives damaged, is defective, or was made incorrectly, we will arrange an appropriate replacement or refund. GreenTrails covers any return postage we require for a confirmed damage, defect, or fulfillment error.
A digital proof shows the approved artwork and layout. Woven yarn colors and texture can differ from a screen; these expected variations alone are not a defect. This does not exclude a remedy when an item is faulty or materially different from its description.
Email us as soon as possible. We will cancel and refund an order if production has not begun. Once production starts, cancellation may no longer be possible; eligible nonpersonalized items can still be returned under the policy above.
Approved refunds are issued to the original payment method. We will confirm when a refund has been processed. Your bank or payment provider may take additional time to post it.
For returned items, we may inspect the item or request proof of return before completing a refund, as permitted by applicable law. Refunds will be processed within any legally required timeframe.
This policy does not limit mandatory consumer rights, including applicable rights relating to faulty or misdescribed goods, cancellation, withdrawal, or refunds. Where applicable law provides greater protection, that protection applies.