I got the wrong product(s). How can I get my correct order? In the event of a wrong order, please contact our customer service team at firstname.lastname@example.org. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we send you your correct order. You do not have to send the wrong product back to us.
I received defective or damaged product(s). What do I do? Please contact our customer service team at email@example.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will send you your correct order. You do not have to send the defect or damaged product(s) back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
I ordered the correct size but it's a bit small/large can I return it and exchange it for a different size? Unfortunately, we are currently unable to process a return and exchange due to size because each product is made-to order exclusively for you and we do not hold inventory or stock.
I entered the wrong address information. Can I still correct it? We will try to make corrections to your order within 24 hours from the time that you submitted your order form, however we will not be able to cancel an order once it has gone into production. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you.
I just made an order but I changed my mind and I'd like to cancel it. Please order carefully. You should contact us within the first 24 hours of placing your order, we will do our best to help you out and cancel your order if possible. Please contact our customer service team at firstname.lastname@example.org.
I made an order 3 days ago and since it hasn’t been shipped yet. I'd like to cancel it. Please know that all our products are made-to-order. Orders are sent to production within 24 hours from the time your they are placed. Please bear in mind that production time may take 5-7 business days but delays may occur during holidays.
What's the ETA of my order? An ETA can only be provided when your order has been released from production and transferred to the courier. The current turnaround time for production is 3-7 business days plus 3-5 business days for shipping.
I received the shipping notification but I still haven't received my order. Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact our customer service team at email@example.com, and we will try to help find the order for you.
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