each item is handmade to order and returns will be granted on a case-by-case basis. any specific customized items (ex. with name, floor, hospital, etc.) will not be eligible for return.
should you require a different size, exchanges may be accepted in some circumstances. again, due to the customizability of our items, this will be granted on a case-by-case basis. exchange must occur within 7 days of the customer receiving the item, and show no signs of wear or use.
custom and personalized orders are final and cannot be returned or exchanged.
items that are damaged must be declared the same day of the customer receiving the item so replacement can be arranged.
if the wrong item is received, the customer must notify us the same day of receiving the item.
*note: we are all human and make mistakes. that being said, I would love the opportunity to make it right so reach out to me as soon as possible!
steps for exchange/replacement
1. Email firstname.lastname@example.org with your order number and reason for exchange.
*note: if the item was a gift please provide the name of the person you received the gift from so the invoice can be searched.
2. attach a photo of the defect (if applicable).
3. your email will be responded to within 48 hours and a return label, or local instructions, will be provided.
4. that's all! sit back and wait for your new item - we'll take care of the rest!
*note: exchange/replacement times may vary depending on stock on hand and current processing times. As a general rule of thumb, exchanges will be fulfilled within 7 business days unless otherwise instructed.