Our Promise to You

Defects & Damage

If your shoes arrive misprinted, damaged, or defective due to no fault of your’s, contact us within 30 days of delivery. We’ll arrange a free replacement or full refund—at absolutely no cost to you.

Our Promise to You

Lost Packages

If your package is lost in transit, report it within 30 days of the estimated delivery date. We’ll work with JetPrint to issue a replacement or refund.

Our Promise to You

Appearance Variations

Because shoes are printed on demand, colors may vary slightly from previews—due to differences in screen resolution or printing materials. Unless the colors are clearly wrong (like red instead of blue), minor variations are not eligible for a refund.

What We Can’t Cover (and Why)

  • At this time, we don’t offer returns or exchanges for fit or style preferences, since our products are custom-made per order.
  • Fit-based returns are your responsibility unless the product is defective. This helps us maintain sustainable margins while continuing to offer size-inclusive fashion.

How to Request Help

1. Email us at support@groundedcosmos.com within 30 days of receiving your order.

2. In your message, include:

  • Order number
  • Photos or descriptions of the issue

3. We’ll reply within 2 business days with the next steps—either shipping a replacement, issuing a refund, or troubleshooting with JetPrint.

If JetPrint deems the issue valid, we’ll cover all production and shipping costs.

Why It’s Worth It

  • We don’t sit on stock—each design is printed uniquely, just for you.
  • JetPrint is committed to quality control, but we’ll always back their promise with our own service.
  • We want to be your forever brand—not just another missed fit.

In Short

If it’s our fault—or theirs—you’re covered.
If it’s not, we’re still here to support you however we can.

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