Returns & Exchanges
We do our very best to ensure our descriptions and photos represent our products correctly, so that you know what to expect and are delighted when you get it. We offer detailed product images and descriptions, as well as the ability to preview many items. Because all of our items are made to order, items you receive that are free from defects and made as ordered and as described on our website are NOT returnable. Of course, if an error is ours, we’ll replace the item at no charge to you.
PLEASE NOTE: In some instances, we may request a photo of the item you have received in order to provide the best possible resolution for you. You MUST email us at firstname.lastname@example.org to arrange for an authorized return or replacement as outlined in our above policy. Unauthorized returns will not be accepted.
Mistakes in Personalization
If you’ve made a mistake and need to re-order, we’ll be happy to offer you a generous 25% discount to do so, however, we cannot accept returns on items purchased and personalized incorrectly due to an error on the part of a customer.
If an error in personalization occurs that is our mistake, we’ll be happy to replace your item with the correct personalization free of charge, or offer a full refund if you prefer.
If your item is lost in transit, we will be happy to replace it for you free of charge, and we will file the necessary paperwork with the carrier for an insurance claim. Please note that this policy DOES NOT cover items that have been marked delivered/received by the carrier that have been lost/damaged/stolen after delivery.
Items damaged in transit will be replaced provided the customers supplies us with photos of damaged item/packaging. In order for us to file a claim with the carrier, you MUST hold onto the original packaging and item, as they may ask to view them.
How Do I Cancel or Change My Order?
ONCE AN ORDER HAS BEEN PLACED, WE CANNOT ACCEPT ANY CHANGES TO YOUR ORDER DETAILS. This includes changes to shipping addresses, changes to personalization or any other order modifications. Your order begins processing as soon as it is received, so please check all personalization, shipping information and other order details before submitting your order.
If you must make a modification or change to you order, please contact us to request an order cancellation. Cancellations must be submitted within 12 hours of placing your order. Once your order has been successfully cancelled, you may resubmit your order with the corrected information.
Since all orders begin processing as soon as they are received, a 25-50% cancellation fee will apply for all cancelled orders, depending on where your order is in the production cycle. If your order has already been shipped, your order cannot be cancelled.
Please pay close attention to your shipping address, confirming its accuracy. It is important your physical address appears the way it would in our carriers systems. We are not responsible for undelivered packages due to inaccurate addresses.
What should I do if I’ve received the wrong item?
If you have received the wrong item please contact us at email@example.com and we will make arrangements to get the right item to you. We will ship the correct item to you in a timely fashion. In the corrected items package will be a return envelope with prepaid postage for you to return the wrong item(s) to us.
How long will it take to receive my refund?
In cases where a refund is issued, most refunds are issued within 3 business days of receiving your item(s) back. Processing time can take 5-7 business days, depending on your financial institution.