Return and Refund Policy

1. General Policy for Personalized Items Each of our desk nameplates is handcrafted from premium crystal glass and personalized specifically to your unique design requirements. Due to the custom-made nature of these products, we do not accept returns, exchanges, or refunds for any orders once the production process has commenced, unless the item arrives damaged or there is a definitive production error on our part.

2. Damage During Shipping While we take extreme care in our specialized packaging for crystal glass, we understand that fragile items can occasionally be compromised during international transit. We offer a 100% free replacement under the following strict conditions:

  • Notification Window: Damage must be reported via email within 24 hours of the recorded delivery time.
  • Required Documentation: To process a replacement claim, the customer must provide:
    1. Clear, high-resolution photographs of the damaged crystal product.
    2. Clear photographs of the external shipping box (showing the label and any visible impact marks).
    3. Carrier Damage Report: A formal “Damage Report” or “Factum” issued by the shipping courier at the time of delivery (or shortly thereafter) is required. This document is essential for us to initiate a claim against the carrier and expedite your replacement.
  • Resolution: Once the documentation is verified, we will prioritize the handcrafted production of a new unit and ship it to you at no additional cost.

3. Production Errors If the final product contains an error (such as incorrect spelling, title, or font) that deviates from the design specifications approved at the time of purchase:

  • We accept full responsibility for the error.
  • A corrected replacement will be produced and shipped to you free of charge as a priority.

4. Customer Responsibility Customers are responsible for reviewing all personalization details, including spelling, titles, and design selections, before finalizing the order. We cannot offer free replacements or refunds for errors present in the customer-provided data.

5. Order Cancellations Cancellations are only accepted within 12 hours of order placement. After this window, the handcrafted preparation of your crystal glass plate begins, and the order becomes final and non-refundable.