Refund policy
Return and Refund Policy
At Evervain Studio, most of our products are personalized, custom-made, or made to order. Each item is created based on the customer’s selected options, uploaded photo, name, text, design details, and customization instructions.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at evervainstudio@outlook.com.
Orders may be canceled within 12 hours after purchase, as long as production has not started. Once a personalized item has entered production, we may not be able to cancel the order.
Custom and Personalized Products
Because personalized and custom-made items are created specifically for each customer, we do not accept returns or exchanges for customized products unless the item arrives damaged, defective, or incorrect due to our mistake.
This includes, but is not limited to:
- 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
Please check all personalization details carefully before placing your order. We produce items according to the information provided by the customer.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us within 7 days if the item is damaged, defective, or incorrect.
To help us resolve the issue, please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
If the issue is confirmed to be caused by production damage, shipping damage, or our mistake, we will offer a suitable solution, such as a replacement, partial refund, or full refund, depending on the situation.
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. We are also not responsible for spelling errors, incorrect names, incorrect dates, incorrect phone numbers, or incorrect personalization details entered by the customer.
If a proof or preview is provided and the customer does not respond within 24 hours, we may proceed with production using the submitted details to avoid shipping delays.
Non-Custom Items
For eligible non-personalized items, return requests must be made within 14 days of delivery.
To be eligible for a return:
- The item must be unused
- The item must be in its original condition
- The item must be returned in its original packaging when possible
- The customer must contact us before sending the item back
Customers are responsible for return shipping costs unless the return is caused by our error.
Return Authorization
Please do not send any item back without contacting us first. The return address may be different from the sender address on the package.
To request a return, please email us at evervainstudio@outlook.com.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved, the refund will be processed back to your original payment method. Please note that your bank, card provider, or payment service may take additional time to process and post the refund.
Shipping fees are generally non-refundable unless the issue was caused by our mistake.
Lost or Delayed Packages
If your package is significantly delayed, please contact us and we will help check the tracking information. Delivery times may vary due to customs, local carriers, weather, holidays, incorrect addresses, or other factors outside our control.
If a package is marked as delivered by the carrier but cannot be found, please contact your local carrier first and then contact us for further assistance.
Contact
For any return or refund questions, please contact:
Evervain Studio
Email: evervainstudio@outlook.com
Website: evervainstudio.com