How long after ordering is my order shipped?
We typically ship all orders within 2-5 business days.
Which carrier do you use?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
How long does it take to arrive?
We ship all orders from our USA factory or Amsterdam factory (for European countries). Once shipped, we see delivery happen within the following timeframe:
- USA - Within 2-5 business days
- Canada - Within 5-10 business days
- Europe - Within 2-8 business days
- International - Within 5-20 business days
These timeframes are typical, and sometimes local carrier issues may mean your item arrives slightly later than this. Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I didn't receive my order
Please email us: firstname.lastname@example.org, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
Can I pay extra to get my item quicker?
For USA domestic orders, you have the option of Express order processing at checkout. This will prioritize your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
Shipping insurance (a.k.a package protection) is offered at checkout. It's provided by Beloved Gifts and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
Cancellation & Exchanges
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
My item is damaged/incorrect, what do I do?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I return my purchase?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked.
My item looks different to the online listing
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.