What Happens If You're Not Happy With Your Order?
It's a fair question to ask before you buy something personalized. Here's a straight answer.
Ordering something personalized feels riskier than buying off a shelf, since you can't return a piece with someone else's name already engraved on it. That's a fair concern, so here's a straight answer to what actually happens if something's wrong.
The proof stage is your first checkpoint
Before anything gets cut or engraved, we send a design proof showing exactly what your finished piece will look like. This is the point to catch a typo, a sizing issue, or wording you want changed. Approving the proof means you've confirmed the design is right.
What if the mistake was ours?
If a finished piece doesn't match the approved proof, that's on us, and we'll fix it. That could mean a replacement, a redo, or a refund depending on the specific situation, but the short version is: if we made the error, you're not the one who pays for it.
What if I approved the proof and then changed my mind?
This is where it gets more limited, since the piece is built to the exact specifications you signed off on. We'll always talk through options, but a personalized item with someone's name or a specific date on it generally can't be resold to another customer, which is why the proof stage matters so much.
What if the material or craftsmanship isn't what I expected?
If a piece arrives with a genuine defect, a crack, a warped board, a botched engraving depth, that's a quality issue on our end, and we'll make it right. This is different from simply not loving a design choice you already approved.
Do you offer refunds on ready-made shop items?
Ready-made items with light personalization (like a name added to an existing design) follow a similar approach: defects and our errors are covered, buyer's remorse on an already-personalized item is more limited, but we'd rather talk it through than leave you stuck.
The real goal: no surprises
Most problems get caught at the proof stage, which is exactly why we don't skip it, even for simple orders. If something still goes wrong after that, reach out and we'll figure out the right fix together instead of pointing to a policy and walking away.
If you're on the fence about ordering because you're not sure what happens if it's wrong, ask us directly before you commit. We'd rather answer the question up front than have you find out the hard way.