Tab Contents

1. Order Confirmation

Upon completing your purchase, an order confirmation email will be sent automatically to the email address provided during checkout. If you do not see it in your inbox, please check your Spam or Junk Mail folder. Should you still not receive the confirmation email, please contact our Customer Service team for assistance.

2. Conditions for Requesting Changes or Refunds:

Certain conditions must be met for items to be eligible for cancellation, modification, replacement, return, or refund. We strive to provide a smooth and satisfying shopping experience, so please read the following policies carefully.

2.1. Order Returns

Due to the customized nature of our products, which are tailored specifically to each customer’s specifications, we regret to inform you that we cannot accept returns. Each item is uniquely crafted, making it impossible to resell or repurpose returned items

2.2. Replacement/Refund Requests

If you experience any issues with your order, please contact us within 7 days of your item’s arrival (as indicated by the courier tracking system) to request a replacement or refund. Requests made after this period may not be eligible for review.

3. Scenarios for Replacement/Refund

We offer replacements or refunds under specific conditions, including:

  • Poor Quality: If the product does not meet our quality standards.
  • Significant Difference from Approved Design: If the item is markedly different from the design you approved.
  • Defective/Incorrect Orders: If you receive a defective item or the wrong product.
  • Delivery Damage: If the item is damaged during shipping.
  • Undelivered Orders: If the package is not delivered within the expected timeframe and is confirmed lost by the courier.

4. How to Request a Replacement/Refund

To request a replacement or refund, please follow these steps:

  • Contact Us: Email our support team at [email protected]  within 7 days of receiving your item.
  • Provide Details: Include your order number, a detailed description of the issue, and clear photos or videos of the product and its packaging.
  • Wait for Response: Our team will review your request and respond within 3 business days with further instructions.

  • Approval Process:

    Upon receiving your request, our team will evaluate the provided information and photos/videos. If the replacement or refund is approved, we will process it promptly. For replacements, we will begin crafting your new item immediately. For refunds, please allow several business days for the refund to be processed and credited back to your original payment method.

5. Failure to Deliver or Return to Sender

Various scenarios such as providing incorrect addresses, customer refusal to sign for the delivery, or orders returned to sender will have specific protocols. In such cases, additional shipping fees may apply for reshipping the order. If reshipping is not possible, a partial refund excluding the original shipping costs may be issued.

Force Majeure:

We cannot refund packages delayed due to circumstances beyond our control, such as natural disasters, pandemics, or other force majeure events. We appreciate your understanding in these exceptional situations.

6. Late or Missing Refunds

If you encounter issues with a late or missing refund, please follow these steps:

  • Check with Your Bank: Some banks may take several days to process the refund.
  • Contact Your Credit Card Company: Refunds may take some time to be officially posted.
  • Contact Us: If you have completed these steps and still have not received your refund, please contact us at [email protected]  for further assistance.

7. Policy Modifications

We reserve the right to modify this policy at any time to safeguard our customers and our business from fraudulent activities. Any changes to this policy will be posted on our website, and it is your responsibility to review this policy periodically.

Thank you for your attention, and we appreciate your understanding. We’re here to assist you with any further questions or concerns.

NEED HELP?

For questions related to refunds and returns, please contact us at [email protected] Our team is here to provide you with the support you need.

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