We want every creative housewarming souvenir you purchase to arrive ready to delight and commemorate life’s new chapter. If an item shows signs of damage, arrives incomplete, or simply isn’t as advertised, this policy outlines a straightforward, stress-free process for returning or exchanging your purchase. No complicated fine print—just clear steps to set things right.
1. Reporting an Issue
The moment you spot a problem—whether a cracked ceramic planter, a misprinted framed print, or a missing accessory—reach out to our support team. Provide your order number, product name, and a concise description of what went wrong. High-resolution photographs or a brief video of the defect and original packaging help us understand the issue quickly and offer the best solution.
2. Receiving Your Return Authorization
After reviewing your report, we’ll issue a unique Return Authorization (RA) code. This RA must accompany your returned package so we can match it to your order without delay. Please hold off on shipping until you receive this code; unapproved returns may lead to processing delays.
3. Preparing Your Return
Protecting fragile items like glass ornaments or marble boards requires proper packaging:
- Use Original Materials: Whenever possible, repack the souvenir in its original box, wrapping, and protective inserts.
- Alternative Box: If the original is unavailable, select a sturdy corrugated box at least 5 cm larger on all sides than the item.
- Bubble Wrap and Padding: Encase delicate pieces—ceramic, glass, wood—in bubble wrap or foam. Secure smaller parts like hooks, screws, or ribbons in sealed plastic bags.
- Label Inside: Include a printed copy of your RA code and order details within the box.
- Label Outside: Affix the RA code on the box exterior using clear tape, ensuring it remains legible throughout transit.
4. Shipping Your Return
Choose a reputable carrier that offers tracking and insurance. Unless the item was damaged before shipping, return postage is the customer’s responsibility. Retain your shipping receipt and tracking number—that information is essential if any issues arise during transit. If we sent you the wrong product or it arrived defective, we’ll provide a prepaid shipping label.
5. Inspection & Quality Review
Once your return arrives, it’s logged under its RA code and forwarded to our Quality Team. Each souvenir undergoes a thorough check:
- Model Verification: Confirm that the returned item matches the original SKU and customization details.
- Physical Assessment: Inspect surfaces for cracks, chips, scratches, or print misalignments.
- Accessory Audit: Ensure all included components—such as hanging kits, engraved plaques, or utensils—are present and intact.
This careful inspection distinguishes genuine defects from wear-related or accidental damage, ensuring fair resolution for all customers.
6. Resolution Options
Following inspection, you’ll be offered one of the following:
- Replacement Shipment: Receive a brand-new version of the same souvenir, inspected for quality, at no extra cost.
- Component-Only Replacement: If only a part (e.g., mounting hardware, decorative tag, or utensil set) is damaged or missing, we’ll send you just that component.
- Alternate Exchange: Select another gift item of equal value from our housewarming collection if the original is out of stock.
- Store Credit: Opt for credit equal to the original purchase price, redeemable on any future order.
Indicate your preferred resolution when you first report the issue for the fastest turnaround.
7. Special & Customized Items
Custom or personalized products—such as engraved key boards, monogrammed pillows, or hand-painted ornaments—are crafted to order. Returns on these items are evaluated individually to balance personalization with quality control. Consumable components—like scented candles, herbal sachets, or food-safe oils—can only be exchanged if unopened and unused.
8. Staying Informed
We’ll keep you updated at every stage: when your RA code is issued, when your return is logged, after evaluation, and once your replacement or credit has shipped. For any questions, simply reply with your RA code in the subject line for personalized assistance from our dedicated support team.
By following these clear, simple steps, you help us handle your return efficiently so you can continue celebrating new beginnings with confidence and joy. Your satisfaction—along with the perfect personalization and quality you expect—is our highest priority.