Returns & Refunds

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, date, design details, and customization instructions.

Because personalized items are made specifically for each customer and usually cannot be reused or resold, we do not accept general returns or exchanges for custom-made products unless the issue is caused by our mistake, a confirmed production defect, or shipping damage.

Please contact us at support@evervainstudio.com before sending any item back. In most cases involving custom items, sending the product back is not necessary and may create unnecessary cost for both the customer and Evervain Studio.

Order Cancellations

Orders may be cancelled within 12 hours after purchase, as long as design preparation, proofing, production, or packing has not started.

Once a personalized item has entered design preparation, proofing, production, or packing, we may not be able to cancel the order.

Personalized and Made-to-Order Items

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, size, or design choice

Please check all personalization details carefully before placing your order. We produce items according to the information provided by the customer.

We do not accept returns or exchanges for change of mind, personal preference, customer-provided errors, or normal variations in handmade and natural materials.

Proofs and Previews

For some custom orders, we may provide a proof or preview before production.

If a proof or preview is provided and the customer does not respond within 72 hours, we may proceed with production using the submitted details to avoid shipping delays.

If the customer approves a proof or preview, we will produce the item based on the approved design. Changes requested after approval may not be possible once production has started.

Customer-Provided Photos and Text

Customers are responsible for the accuracy and quality of uploaded photos, spelling, names, dates, addresses, font choices, color choices, size choices, and personalization details submitted with the order.

We are not responsible for issues caused by low-quality, blurry, dark, cropped, filtered, or incorrect photos provided by the customer.

We are also not responsible for spelling errors, incorrect names, incorrect dates, incorrect addresses, incorrect phone numbers, incorrect font selections, or incorrect personalization details entered by the customer.

If a replacement is needed due to customer-provided errors, we may offer a discounted remake when possible.

Natural Material and Handmade Variations

Wood and handmade items may have natural variations, including grain differences, knots, color differences, texture variations, slight shape differences, and differences caused by lighting or screen settings.

These natural and handmade variations are not considered defects.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days if the item arrives damaged, defective, or incorrect due to our mistake.

To help us review the issue, please include:

• Your order number
• Clear photos of the product
• Clear photos of the packaging
• Clear photos of the shipping label
• A short description of the issue
• A short video if the issue is difficult to show in photos

Evidence Required Before Any Solution

Before we offer a replacement, remake, refund, or any other solution, the customer must provide clear and sufficient evidence of the issue.

All photos and videos submitted as evidence must be clear, original, and unedited.

Edited, altered, AI-generated, misleading, or incomplete photos or videos may not be accepted as valid evidence.

We may ask for additional photos, videos, packaging images, or carrier information before making a decision.

If the required evidence is not provided, we may not be able to offer a replacement, remake, refund, or other solution.

Replacements, Remakes, and Refunds

If the issue is confirmed to be caused by our mistake, a production defect, or shipping damage, we will offer a suitable solution depending on the situation.

Because personalized products cannot usually be reused or resold, we generally do not require the customer to return the damaged, defective, or incorrect custom item. In most confirmed cases, our first solution will be a replacement or remake rather than a return.

Depending on the situation, we may offer one of the following solutions:

• A replacement
• A remake
• A partial refund
• A full refund, when appropriate

In most cases involving confirmed damage, production defects, or our mistake, a replacement or remake will be our first solution.

No General Returns for Custom Items

Custom products cannot be resold after they are made with a customer’s photo, name, date, text, design choice, size, color, font, or other personalization details.

For this reason, we do not accept general returns for personalized or made-to-order items. If there is a problem with your order, please contact us first so we can review the issue and offer the most appropriate solution.

Returns Only When Specifically Authorized

Please do not send any item back unless we specifically ask you to do so in writing.

In rare cases, we may ask the customer to return an item for review. If a return is required, we will provide return instructions after the request is approved.

Please do not return any item to the sender address on the package. The sender address may not be the correct return address.

Items sent back without prior written authorization may not be accepted.

Eligible Non-Custom Items

If we sell an eligible non-personalized item and the product page clearly allows returns, return requests must be made within 14 days of delivery.

To be eligible for a return, the item must be unused, undamaged, in its original condition, and returned only after written authorization from Evervain Studio.

Customers are responsible for return shipping costs unless the return is caused by our error.

Refunds

Approved refunds are processed back to the 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, remote areas, or other factors outside our control.

If a package is marked as delivered by the carrier but cannot be found, please check with household members, neighbors, building reception, mailroom, and your local carrier first. Then contact us for further assistance.

Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Contact

For any return or refund questions, please contact Evervain Studio at support@evervainstudio.com.