Refund policy
Return Policy for Customized Products
Thank you for choosing our customized products. Each item is made specifically to your specifications, and we take great care to ensure quality and accuracy. Please review our return policy below:
1. No Returns or Exchanges on Customized Items
Due to the personalized nature of customized products, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been processed and production has begun.
2. Exceptions for Defects or Errors
We will gladly offer a replacement or refund if:
- The product arrives damaged or defective
- There is an error on our part (e.g., incorrect design, text, or specifications not matching your order)
To qualify, you must contact us within 7 days of delivery and provide clear photos of the issue.
3. Order Accuracy Responsibility
Customers are responsible for reviewing and approving all customization details (including spelling, dates, colors, and design choices) before submitting an order. We are not responsible for errors submitted by the customer.
4. Cancellation Policy
Orders may only be canceled within 24 hours of purchase. After this period, production may begin, and cancellations will no longer be possible.
5. Refund Process
If your request is approved:
- Refunds will be issued to the original payment method within 5–10 business days, or
- A replacement product will be created and shipped at no additional cost
To start a return, you can contact us at customcreationsbyshelbye@gmail.com. Please note that returns will need to be sent to the following address: 831 S State Street, Lockport, IL 60441
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customcreationsbyshelbye@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customcreationsbyshelbye@gmail.com.