Return and Exchange FAQ

We take pride in creating unique, personalized items you’ll love. Since these treasures are made specifically for you, unfortunately, we cannot accept returns due to changes of mind or preference.

However, we stand behind the quality of our products and craftsmanship! If your personalized item arrives damaged during shipping or isn’t up to our high standards of quality, we’ll be happy to offer a replacement or a full refund.

Here’s what we can help you with:

  • Damaged Items: If your item arrives damaged, please contact us within 7 days of receiving it. We’ll arrange for a replacement or a full refund, depending on your preference.
  • Quality Concerns: In the rare case that your personalized item doesn’t meet our quality standards, please let us know within [Number] days of receiving it. We’ll be happy to create a replacement that meets your expectations or offer a full refund.
  • Pre-made items: All the non-personalized items can be returned or replaced within 30 days of delivery.

Please note: To ensure a smooth return process, please keep the original packaging.

We want you to be completely satisfied with your personalized purchase. If you have any questions about our return policy, please don’t hesitate to contact us!

Hassle-Free Return Process for Personalized Items

We understand that sometimes things don’t go as planned. Here’s a breakdown of our return process for your personalized items:

Initiating a Return:

  1. Easy Online Return: Simply create a support request through our dedicated Customer Service page, found at the bottom of each page. This is the quickest and most convenient way to get started.
  2. Clear Information: In your support request, please provide your order number and a brief description of the issue.
  • Damaged Item: Briefly describe the damage and if possible, attach a clear photo.
  • Quality Concern: Explain the quality concern and if helpful, include a photo to illustrate the issue.
  1. Prompt Response: Our team will review your request within 24 hours and send you a confirmation email with further instructions.

Returning Your Item:

  1. Prepaid Return Label: For your convenience, we’ll provide a prepaid return shipping label in our confirmation email.
  2. Original Packaging: Whenever possible, please return the item in its original packaging to ensure safe transit.
  3. Track Your Return (Optional): The return label will come with a tracking number so you can monitor your return shipment.

Inspection and Resolution:

  1. Thorough Inspection: Upon receiving your return, our team will carefully inspect the item to verify the reason for the return.
  2. Clear Communication: We’ll keep you updated throughout the process. You’ll receive an email notification once the inspection is complete.
  3. Resolution Timeline: We aim to resolve your return within [Number] business days of receiving the item.
  4. Your Choice: Depending on the situation, we’ll offer you either:
    • Replacement: We’ll create a new personalized item to your exact specifications (applicable for quality concerns).
    • Full Refund: We’ll issue a full refund to your original payment method (applicable for damaged items or if a replacement isn’t feasible).

Our Commitment:

We strive to make returns as smooth and stress-free as possible. If you have any questions about our return process, please don’t hesitate to contact us!

You can expect to receive your refund or replacement within 2-5 business days of us receiving your returned item. Here’s what you can expect during this timeframe:

  • Once we receive your return, our team will thoroughly inspect the item to verify the reason for return (usually within 1 business day).
  • After inspection, we’ll process your request immediately.
  • If you opted for a refund, we will initiate the refund to your original payment method within 2-5 business days. Please note that depending on your bank, it may take an additional 3-5 business days for the refund to reflect in your account.
  • If you requested a replacement, we’ll prioritize creating a new personalized item according to your specifications and ship it out within 2-5 business days. You’ll receive a notification with tracking information once your replacement item is on its way.

We understand that waiting for a refund or replacement can be inconvenient. We appreciate your patience and will keep you updated throughout the process!

Since we create unique, personalized items specifically for you, we generally cannot offer exchanges due to changes of mind or preference. However, we understand that issues can arise, so we do offer exchanges in the following situations:

  • Damaged Item: If your personalized item arrives damaged during shipping, we’ll happily create a new one exactly like you originally ordered and ship it out free of charge.
  • Quality Concerns: In the rare case that your personalized item doesn’t meet our high standards of quality, we’ll gladly remake it to your satisfaction.

Here’s what to expect if you need to exchange your item:

  1. Contact Us: Simply create a support request through our return portal on our website.
  2. Provide Details: In your request, include your order number and a brief description of the issue.
    • Damaged Item: Briefly describe the damage and if possible, attach a clear photo.
    • Quality Concern: Explain the quality concern and if helpful, include a photo to illustrate the issue.
  3. We’ll Take Care of It: Our team will review your request and initiate the exchange process. We’ll provide you with a prepaid return label for your convenience and keep you updated throughout the process.

Our Commitment to Quality:

We take pride in our craftsmanship and want you to love your personalized item. If you have any questions about our exchange policy or encounter any issues, please don’t hesitate to contact us!

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