Return and refund policy
Custom and made-to-order product policy
Most products are personalized, custom-made, or made to order using the customer’s selected options, uploaded photo, name, text, design details, and customization instructions.
Order cancellations
Please contact us as soon as possible if you need to cancel an order. Orders may be canceled within 12 hours after purchase if production has not started. Once a personalized item enters production, cancellation may no longer be possible.
Personalized products
Customized items are made specifically for each customer, so returns or exchanges are not accepted unless the item arrives damaged, defective, or incorrect because of our mistake.
- Personalized photo engraving products
- Custom wood slice gifts
- Custom name signs
- Personalized acrylic or wooden decorations
- Any item with a custom name, date, photo, text, font, color, or design choice
Damaged, defective, or incorrect items
Please inspect your order after delivery and contact us within 7 days if there is a problem. Include your order number, clear photos of the item, clear photos of the packaging, and a short description of the issue.
Customer-provided photos and text
We are not responsible for issues caused by low-quality, blurry, dark, cropped, or incorrect photos provided by the customer, or by spelling errors and incorrect personalization details entered by the customer.
Non-custom items
Eligible non-personalized items may be requested for return within 14 days of delivery if unused, in original condition, and approved before being sent back. Customers are responsible for return shipping unless the return is caused by our error.
Refunds
Approved refunds are processed back to the original payment method. Banks, card providers, and payment services may need additional time to post the refund. Shipping fees are generally non-refundable unless the issue was caused by our mistake.
Contact
For return or refund questions, email evervainstudio@outlook.com.