We seek your kind understanding of our STRICTLY NO REFUND, RETURN, and EXCHANGE policy. Due to the highly personalized and bespoke nature of your order, we are unable to accept returns and exchanges.
However, in the event that your order is deemed as lost during transit, we will be happy to replace your order if you chose the "GUARANTEED Shipping" option. Please note that we will not be held responsible for lost mail if you chose the "Standard Shipping" option.
Your order is considered lost if you have not received your order 45 days (70 days during weather abnormalities and peak seasons) after it has been shipped. This time span does not include any delay due to customs processing. We will not be held responsible for lost or stolen items once the courier company declares the package as “Delivered” or “Received”.
If your order arrived in a damaged condition, please take a photo of the product immediately (within 12 hours of receiving the package) and reach out to us at firstname.lastname@example.org with your order number. We will assess each case individually and try our best to resolve the issue. In cases where serious damage is caused during transit, we will be happy to replace your order. In other cases, we may issue partial or full store discount as compensation.
In the above situations, there is no need for you to return or ship the item back to us.