Please keep in mind that the products you are buying are handmade and naturally derived, so they tend to have variations from batch to batch (slight changes in color, for example).
Our return policy varies depending on whether your product was customized or not, due to the different nature of the items. We want you to be a happy customer, so we will make our best effort to hear your reasons and work something out with you.
Any sale items are final sale and not returnable.
RETURN POLICY FOR CUSTOMIZED PRODUCTS
Your custom-made product is addressed to your unique needs, thus we will evaluate from case to case whether a refund is applicable . In alternative to a refund, you can opt to replace the product with a store credit/discount code matching the amount.
In the special case of a simple change of mind, as these are customized items, we cannot accept returns and issue refunds.
1.1. RETURN PROCEDURE FOR CUSTOM-MADE PRODUCTS
Before returning your product:
1) Please contact us at email@example.com with the words “Return CM” and your order number for the email subject line. Your email must specify order number, customer name, descriptions of the products and the reason for asking to return the product.
2) Upon agreeing with the reasons behind the return, we will proceed by sending you an email with a Return Label. Unauthorized returns will not be accepted and credited. The acceptance of the return and issuance of a refund is at our discretion.
3) Please make sure you pack the product with our return label clearly and firmly attached to the box. We cannot accept liability for returned goods lost in transit.
4) Upon receiving the return request, we will contact you to complete the procedure.If you opted for a refund, the amount refunded will be the purchase price, excluding shipping fees (delivery and return) . The refund will be issued to the original payment method.
5) In alternative to a refund, we would like to offer you the option of replacing the product with a store credit/discount code that matches the purchase price, excluding the shipping fees (delivery and return) and minus a 20% and manufacturing fee. Store credit/discount code is valid for 4 months and can be used once only.
ORDERS & SHIPPING
Non-custom orders are processed within 1-2 business days. During peak times and promotions, this time might extend to 3 days.
Custom orders will be handcrafted within 5 business days and then dispatched. All the domestic orders will take between 2 and 10 days to reach you after dispatch, depending on the shipping method chosen:
Standard Shipping Delivery Time: 2-5 business days
Standard Shipping Delivery Time: Between 2-5 days
International – Worldwide
Standard Shipping Delivery Time: 3-5 days
Some countries charge additional customs fees or import duties on merchandise from overseas. Unfortunately, these charges are beyond our control and are the customer’s responsibility. We are not responsible for packages that are refused due to high duties and taxes; packages that cannot clear customs due to country restrictions; or any additional package delays.
After you receive package tracking, it is your responsibility to track the progress of the package, as you will not always be notified of customs holding your package. If you decide to refuse your package or not pay the duties, it will be sent back to us.
The cost of shipping is paid directly to the shipping provider, and therefore is not refundable.
We are legally obligated to declare the type (e.g. “merchandise”) and value of each parcel accurately. We are unable to misrepresent your purchase for the purpose of reducing import duties or tax fees.
For more information on potential charges incurred, please contact the relevant authority in your country.