Remakes policy and Package Protection terms

Package protection and remakes.

If there are problems with orders, we can offer remakes under certain circumstances at our discretion.

All orders with a Shopify store must have Package Protection for items marked as delivered but reported missing.

If the order falls under the following, you may request a remake:

• The item itself, an attachment, or the box arrived damaged or shouldn't of passed QA.
  We will only resend the damaged parts of the order, except in cases were the item itself is damaged or poor quality.
  For example if a chain or box is damaged, we would resend the chain or box on it's own.If a pendant itself is damaged or faulty, remaking the entire order is fine
• The artwork received is incorrect, or the wrong item was received.
  If a message card is wrong or damaged, we would resend the message card only. For products that may have been received with the wrong design or product, Support Services must receive a video of the product and the package that the product was received in. If we do not receive this information, your request for a remake will be denied.
• The item has been stuck in transit for an unreasonable amount of time.

Additional Remake terms.

Terms apply to remakes, they are: 

Damaged or poor QA:

• Item must show as delivered.
• Latest claim time is 15 days after delivery.

Lost or stuck in transit:

• Orders that have had no movement 30 days (15 days if within the EU) from the date shipped, can be reviewed for a possible approval for a one time remake, by the discretion of Management.
• Items in customs and showing as in clearance still need more time before deeming lost as customs can take a while in some countries.

Package protection.

In addition to our normal remakes policy, You can also pay for Package Protection for your Shopify orders.

Package Protection (PP) is an extension to our remakes policy, which also covers the allowance of a remake under the following circumstance: 

• The item is marked as delivered on tracking, but customer did not receive it

Typically, remake requests under this circumstance without PP would be denied. In addition, the following limitations apply:

• PP covers a single replacement, not a refund.
• PP only works on Shopify at the moment, an cannot be used on Etsy.
  Etsy and Amazon are likely to side with the seller in the event tracking shows as delivered, and so PP isn't really needed at this time for third party market places.

Package Protection terms and discretion.

The following terms apply for package protection:

• Earliest claim time is 2 business days after tracking shows delivered (to allow for carriers who occasionally mislabel shipments)
• Latest claim time is 15 days from date delivered.