FAQ
How do I check my order status? Once your order ships, you will receive a shipping confirmation email with a tracking number. Use this number to monitor delivery progress via the courier’s website. For order processing updates, log into your account to view real-time status, including whether your order is pending, processed, shipped, or delivered.
What payment methods are accepted? We accept major credit cards, debit cards, and trusted third-party payment processors. All payments are processed securely with SSL encryption to protect your financial information, complying with global data protection standards. No payment details are stored on our platform.
Can I cancel or modify my order after placing it? Orders can be canceled or modified only if they have not yet entered the processing stage. Please contact us promptly after placing your order if changes are needed. Once processing begins (typically within 1-3 business days), we cannot alter or cancel orders, as products are prepared for shipment immediately.
Products & Customization
Why do handcrafted decorations have minor variations? Handcrafted items and those made from natural materials (e.g., wood, crystals, stones) may have slight differences in color, texture, or dimensions. These variations are inherent to artisanal production and natural materials, making each piece unique. They are not considered defects and cannot be returned for this reason.
Do you offer custom decorations? Yes, we provide custom decoration services. Custom orders are tailored to your specifications, including design, size, and material. Once production starts, custom orders are non-refundable and non-exchangeable. We will confirm all details (design, timeline, fees) before initiating production to ensure alignment with your needs.
Are decorations suitable for outdoor use? Most decorations are designed for indoor use only. Items eligible for outdoor use are clearly marked in their product descriptions. Outdoor-safe pieces are treated to resist mild weather conditions, but prolonged exposure to extreme elements (rain, direct sunlight, frost) may cause damage.
Shipping & Delivery
How long does shipping take? Domestic standard shipping takes 3-7 business days, while expedited shipping arrives in 1-3 business days. International shipping typically takes 7-14 business days, excluding customs processing time. Peak seasons or regional disruptions may cause slight delays, which are updated via tracking.
Who covers customs fees for international orders? International customers are responsible for all customs duties, taxes, and fees imposed by their local government. These charges are not included in the order total or shipping cost. We recommend checking with your local customs office for estimated fees before ordering.
What if my order arrives damaged? Notify us within 48 hours of delivery with photos of the damaged item, packaging, and shipping label. We will arrange a replacement, repair, or refund at our discretion, free of charge. Our packaging is designed to protect fragile items, but we will resolve issues caused by transit damage promptly.
Returns & Refunds
What is your return policy for non-defective items? Non-defective items can be returned within 7 days of delivery, provided they are unused and in original packaging. Custom, personalized, and clearance items are non-returnable unless defective. You are responsible for return shipping costs, and we recommend trackable delivery for return items.
How long does it take to receive a refund? Refunds for eligible returns are processed within 5 business days of receiving and inspecting the item. The refund will be issued to your original payment method, and processing time depends on your bank (typically 3-7 business days).