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Our customer's satisfaction is our number one priority. If there is an issue with your order, we will be happy to work with you to come to a solution.
Due to the personalized nature of our products, our return policy is based on,
An error in the production process
A defect in materials
A defect in the manufacturing process
Does not include a replacement if you change your mind or you've made a wrong selection.
For returns, we ask that we are contacted of the issue within 10 days; you may return the product to us within 30 calendar days of receipt for refund, replacement, or credit. Within the contact to our staff regarding issues related to the product, please provide photos of the piece, photos of any damage, and photos of the original packaging the piece was shipped in. We will not be able to facilitate the possible return, replacement, or refund of a piece unless these photos are provided. All returns must come back to us in the original packaging unless the packaging is too damaged for use.
We are not responsible for any damages that occur after the product leaves our facility. If the damage occurs during shipping, we will evaluate and resolve the issues on a case-by-base basis.
INTERNATIONAL ORDERS: These will be handled on a case-by-case basis as each country has different requirements as far as shipping and receipt of packages. Due to these differences, the specific time frames identified above will not always work for our customers. However, our cut-off time frame for contact about any issues relating to international packages/orders is 60 days from the date of shipment as most countries will not hold a package any longer than 30 days from date of receipt at their location.
Please feel free to contact us if you have any questions or concerns on how to return your item.
Appointments: Out of respect for our staff and other clients, we ask that you give us at least a 24-hour notice if you need to cancel an appointment. The first time a client misses an appointment without giving us notice, we will make a note on your customer card. All future missed appointments will incur a $20 fee. If you have an appointment scheduled and know you will be late, please call us to inform us as our staff coordinates their daily tasks around scheduled appointments. We understand that things come up and happen, and we are very understanding if communication is initiated. If a customer is more than 15 minutes late for more than 2 appointments, the customer will incur a $20 fee for each appointment they are late for after the second late arrival.
*Early appointment arrivals: Please be aware that the appointment times we have available are coordinated to accommodate the time for our staff to take their daily breaks and allow for preparation for your appointment. Please do not arrive more than 10 minutes early for your appointment. If you arrive early, we will do our best to accommodate your early arrival, however it is not a guarantee to be seen until your appointment time starts.
Orders: Due to the increased costs of raw materials, any order cancelled after 24 hours will incur a 15% fee of the total cost of the order.
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