FAQs
Frequently Asked Questions (FAQs)
1. General Questions
What is the status of my order?
Once your order is placed, you will receive a confirmation email with your order details. When your order ships, we will send you another email with the expected delivery date and a tracking link (if available).
You can also check your order status anytime in the "Track Order" section on our website's Home page.
Can I change or cancel my order?
Because all our products are personalized and custom-made, once production starts, changes or cancellations are not possible. However, if your order is still in the proof or confirmation stage before production begins, you may cancel it.
Please note that cancellation policies vary by product; details are clearly stated on each product page.
Where do you ship?
We currently ship to the United States and the United Kingdom.
2. Payment
What payment methods do you accept?
You can pay with debit or credit cards, including Visa, MasterCard, American Express, and PayPal.
Which currency will I be charged in?
All orders are charged in USD. If your card uses a different currency, your bank will apply the conversion rate.
3. Shipping
How long does it take to ship my order?
Orders are usually processed within 24 to 48 hours. Standard delivery times are:
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United States: 6-12 working days
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United Kingdom: 7-14 working days
What happens if I’m not home when delivery is attempted?
If delivery is missed, the courier will either attempt delivery the next day or contact you to arrange a new delivery time. Sometimes you may need to collect your package from your local post office.
4. Redo, Refund & Return
If I receive a damaged or incorrect item, what should I do?
If your item arrives with significant issues caused by us — such as wrong design, incorrect text, or damaged/missing parts — you may choose:
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Redo: We will remake your item at no extra cost
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Refund: Full refund to your original payment method
Please report any issues within 7 days of delivery, providing photos or videos as proof. Refunds will be processed within 7 business days after confirmation.
Please note, personalized or handmade products may have slight color or texture variations; these are considered normal and do not qualify as significant defects.
What if my item isn’t what I expected but it’s not the manufacturer’s fault? How can I fix it?
We offer a one-time free redo if:
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Incorrect information was provided (e.g., misspelled names, wrong photos)
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Major changes are requested after proof approval
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Size or detail doesn’t meet your expectations
Please contact us within 7 days of receiving your order with details or photos to request a redo.
If I have used my redo chance but still want changes, is there any other option?
Since all items are custom-made, we do not accept returns based on personal preference or minor differences. However, if you’d like to send the item back to us for promotional use (including featuring the personalized photo and name), we offer one free repair or remake as a token of appreciation.
Please send the item back in good condition within 30 days of delivery. Return shipping costs are the customer’s responsibility.
Are return shipping costs covered?
If your item is damaged or defective, return shipping is free. Otherwise, return shipping costs are the customer’s responsibility.
How long does it take to process refunds or replacements?
Refunds are processed within 7 business days after confirmation.
Replacement timelines depend on the product and will be communicated after your request is received.
For full details, please see our Redo, Refund & Return Policy.
5. Other Questions
Do you have physical stores?
Currently, we do not have physical stores.
Is there a warranty?
All products are custom-made and guaranteed free from defects on arrival. If your item is damaged or defective, we will gladly arrange a refund or replacement. Please contact us within 3 days of delivery with proof.