Refund policy

Refund, Returns & Cancellation Policy

Effective Date: July 21, 2026
Last Updated: July 21, 2026

At The Heartcrafted Shop, every order is carefully crafted with attention to detail. Because many of our products are personalized specifically for each customer, our return and refund policies differ from those of traditional retail stores.

Please review this policy before placing your order.

1. General Policy

We stand behind the quality of our craftsmanship and want every customer to have an exceptional experience.

If you believe there is an issue with your order, please contact us as soon as possible. We will work with you in good faith to determine the appropriate resolution.

Depending on the circumstances, a resolution may include:

Repair
Replacement
Store credit
Partial refund
Full refund (when appropriate)

The remedy provided will depend on the specific circumstances of your order.

2. Personalized & Custom Products

Because personalized items are created specifically for you, all personalized, engraved, printed, custom-designed, or made-to-order products are considered final sale once production has begun.

This includes, but is not limited to:

Wedding signs
Seating charts
Welcome signs
Cake toppers
Ceremony signs
Bar signs
Table numbers
Personalized jewelry
Engraved drinkware
Engraved cutting boards
Keepsake boxes
Wedding favors
Corporate gifts
Bulk personalized orders
Custom acrylic products
Custom wood products
Live engraving items

We cannot accept returns because:

You changed your mind.
You no longer need the item.
Your event was canceled or postponed.
You ordered the wrong item.
You entered incorrect personalization.
You approved artwork containing an error.
You dislike a font, color, size, or design that you previously approved.
The item arrived later than desired due to circumstances outside of our reasonable control.

3. Non-Personalized Products

Eligible non-personalized items may be returned within 14 calendar days of delivery provided that:

the item is unused;
it is in its original packaging;
it is in new, resalable condition;
all accessories are included; and
a Return Authorization has been issued by The Heartcrafted Shop.

Returns sent without prior authorization may be refused.

Original shipping charges are non-refundable.

The customer is responsible for return shipping unless the return is the result of our error.

4. Order Cancellations

Orders may be canceled only before production begins.

Production may begin immediately after:

payment is received;
artwork is approved;
materials are ordered;
personalization is submitted; or
production is scheduled.

Once production has started, personalized orders cannot be canceled.

If a cancellation is approved before production begins, any payment processing fees, design fees, artwork fees, or special-order material costs already incurred may be deducted from the refund where permitted by law.

5. Production Errors

If we make a mistake, we will make it right.

Examples include:

incorrect engraving despite approved artwork;
incorrect item shipped;
manufacturing defects;
missing products;
incorrect quantities caused by us.

Please notify us within 7 calendar days of delivery by emailing help@theheartcraftedshop.com.

Your email should include:

Order number
Description of the issue
Clear photographs
Packaging photographs if shipping damage occurred

Once reviewed, we may:

repair the item;
remake the item;
replace the item;
issue store credit; or
issue a refund.

6. Customer Errors

Unfortunately, we cannot offer refunds or free replacements when the error results from customer-provided information.

Examples include:

misspelled names;
incorrect wedding date;
wrong address;
incorrect initials;
incorrect personalization;
incorrect quantity selected;
incorrect color selected;
artwork approved with errors.

We may offer a discounted replacement at our discretion.

7. Shipping Damage

If your package arrives damaged:

Take photographs before opening whenever possible.
Photograph the product and packaging.
Contact us within 7 calendar days.
Keep all packaging materials until the claim is resolved.

We may request additional documentation to assist with a shipping claim.

Do not discard damaged packaging before contacting us.

8. Lost Packages

If tracking shows your package as lost in transit, please notify us promptly.

We will work with the shipping carrier to investigate the shipment.

Packages marked as "Delivered" by the carrier are generally considered delivered. If you believe a delivered package was stolen, please contact the carrier and your local law enforcement agency.

We will assist where reasonably possible but cannot guarantee reimbursement for theft occurring after confirmed delivery.

9. Delayed Deliveries

Shipping carriers occasionally experience delays due to weather, holidays, transportation disruptions, or other circumstances beyond our control.

Unless a guaranteed delivery service was specifically purchased and confirmed in writing, shipping dates are estimates only.

Carrier delays do not automatically qualify for refunds.

10. Wedding & Event Orders

We strongly encourage customers to order well in advance of their event.

Customers should inspect all products immediately upon delivery.

Waiting until the day of the wedding or event to open your package may limit the available remedies if an issue is discovered.

We recommend allowing sufficient time before your event for any necessary adjustments.

11. Live Engraving Services

Deposits and retainers for live engraving events reserve production capacity and event dates.

Unless otherwise stated in your event agreement, retainers are non-refundable once your event date has been reserved.

If your event is rescheduled, we will make reasonable efforts to accommodate the new date based on availability.

Additional fees may apply.

Event cancellations may result in forfeiture of the retainer and reimbursement of any expenses already incurred, including custom inventory, travel arrangements, staffing, or specialty materials.

12. Customer-Supplied Items

Customers who provide their own items for engraving acknowledge that every material responds differently to the engraving process.

While we exercise great care, engraving always carries some risk.

We cannot guarantee successful engraving on customer-supplied products.

The Heartcrafted Shop is not responsible for damage caused by hidden defects, coatings, material inconsistencies, manufacturing flaws, or unknown material composition.

13. Wholesale Orders

Wholesale, corporate, venue, planner, and bulk orders are custom production orders.

Unless otherwise agreed in writing, wholesale orders are final once production begins.

Replacement of defective items is limited to the affected units and does not automatically entitle the purchaser to cancellation of the entire order.

14. Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

Please allow 5–10 business days after processing for your financial institution to post the refund.

Processing times vary by payment provider.

15. Chargebacks

If there is an issue with your order, please contact us before initiating a chargeback.

We are committed to resolving concerns fairly and promptly.

Fraudulent or unwarranted chargebacks may be disputed using documentation including approved artwork, production records, shipping confirmation, photographs, and customer communications.

16. Contact Us

For return requests or questions, please contact:

The Heartcrafted Shop
Email: help@theheartcraftedshop.com

Phone:346-678-6767
Website: https://theheartcraftedshop.com

Please include your order number and a detailed description of your concern so we can assist you as quickly as possible.